Employees are motivated to work harder when they find meaning in their work. To create positive experiences for your customers, you must first create meaningful ones for your employees. Employees should experience these as part of the First Day experience and each day thereafter. Here's how.Scroll Down
At BI WORLDWIDE, we study employees. In other words, we study people. What motivates them. What engages them. What earns their trust and loyalty. What inspires them to give their best. The result is a collection of data we call the New Rules of Engagement study.
In reviewing this past year's study – the source of much of what you'll find here – we identified some clear themes. Unsurprisingly, some reflect new outgrowths of old truths because they are the core of a great work experience. People appreciate recognition and value meaningful work. They want to be heard. They want a path forward.
But others are clear shifts in what today's workers value. Diversity, equity and inclusion have become central to both culture and business results. Work culture can impact your employees' physical health. Engagement strategies are likely impacting your customer satisfaction.
We are also careful to study the complete employee experience. We think about how we can positively impact employees on all the moments that count. From Decision Day, when they first hear about the job, to their First Day, to the Every Day culture, to recognising them on Achievement Day and ensuring they become advocates on Referral Day. You'll see these moments captured and mentioned throughout this report.
One final note: It's important to recognise this study was conducted during a period of stable work circumstances. There were no extenuating factors such as economic uncertainty or a global health crisis. We believe these topics are still relevant in this new world of work. The way we put solutions in place may differ, but the fundamental drivers of the work experience remain largely the same.
The current state of diversity, equity and inclusion is simple: there is huge opportunity for growth.
Many findings affirm that we can do better. But just one might suffice: there are fewer Fortune 500 CEOs who are women (4.1%) than who are named David (4.5%) or John (5.3%). (NY Times)
In case that weren't enough, as of June 2020, only four Fortune 500 companies have African American CEOs. (CDC, Diversity Inc.) 40% of people think there's a double-standard against hiring women – that both men and women are more likely to hire men over women. (Pew) Men are 30% more likely than women to be promoted from entry-level to manager. (Women in the Workplace) And resumes submitted by people with "African American-sounding names" are 14% less likely to get a call back than those with "white-sounding names". (Research study by University of Wisconsin)
We not only need to be conscious of the current state of work but also the current state of ourselves. We now see the limitations of our statements, thoughts and actions of ten years ago. We will say things today – including in this report – which we will see differently in 10 years. Growth means accepting this, remaining open-minded and doing our best.
A growing body of evidence suggests the pursuit of a workplace that is more inclusive, equitable and fair is definitely worth it. We see positive impacts on the Every Day experience of employees as well as on the business results.
True diversity is hard to achieve. Of course, diversity in hiring is a starting point. Decision Day considerations should include how to attract people of diverse backgrounds to your organisation. A group of people from different backgrounds, genders, religions, socio-economic statuses, educations and ways of thinking are going to create more new and different ideas than a group of people that is homogeneous.
But true diversity also means allowing people to bring their whole selves to work. If we hire people who are unlike us and then demand that they be like us, to fit the mould of the company or culture or team we're building, we do not truly have diversity. We have conformity with some cosmetic differences. And true diversity is better for business.
We can achieve true diversity by creating equitable and inclusive work environments. We recently asked employees to complete the sentence, "I would have more opportunity at my organisation if I were…" and listed characteristics such as a different gender, race or ethnicity, religion, gender identity, sexual orientation and whether or not they have children. If an employee said "yes" to any one of these, we coded them as feeling inequity at work.
Those who felt inequity were 4 times more likely to wish they were working someplace else and 37% of them plan to leave their organisations in the next 12 months. They also were 7 times more likely to be harassed at work (any type of harassment, not just sexual harassment) and 4 times more likely to report that harassment. Clearly, there are costs associated with inequity in the form of both turnover and risk management.
It may seem hard to create a diverse, equitable and inclusive culture, and it is. But addressing these innate biases head-on will help tremendously.
On the flip side, those employees who feel included are 15 times more likely to find work inspiring than those who do not feel included. This inspiration can lead to greater productivity and innovation. 77% of them would recommend their organisations as great places to work. (See page 17, about the power of referrals.)
True equity and inclusion need to be ingrained in your culture. That takes time. Ask yourself: Would your employees affirm the statements below? And can you answer yes to them as well?
Once this culture is built, we need to protect it. Creating a strong speak-up culture, sometimes called psychological safety, will help people feel included at work while reinforcing a culture of inclusion. To learn more about creating a speak-up culture, see Appendix B.
Do workplace culture and engagement help contribute to improved employee health? We're convinced of it. The Every Day experience at work is increasingly linked to our everyday personal lives and wellbeing. But let's start with the vast impact small changes to employee health could have on your business.
There is a strong link between having a healthy workplace culture and employee health. What if you expanded your wellness programs to include employee engagement practices?
Consider burnout – an extreme form of disengagement. Contrary to what you might expect, burnt out employees are not putting in significantly more time than their less burned out peers. They put in an average of 42.7 hours a week, a single hour more than non-burned out employees.
Feeling burnt out is like being on a spinning wheel but going nowhere. It's not caused by pedalling too hard — it's caused by not getting anywhere when you do.
The good news: it's surprisingly easy to gain some traction. In a healthy workplace culture, people feel like their job matters and see how it connects to larger organisational goals. They also believe their company is socially responsible and value its mission. Not only will they be happier, but they are also twice as likely to recommend their organisation as a great place to work.
Employees who report being in a healthy workplace are also at least twice as likely to feel:
Encouraging leaders to manage their teams by listening, challenging, empowering and recognising doesn't simply engage employees, it also attracts them. And beyond the cost of unhealthy employees, that's a powerful reason to invest in a healthier workplace. As the costs of an unhealthy workforce rise, it's more important than ever to fix the issues in workplace culture that contribute to poor health.
Formal recognition programs have been around long enough for organisations to know recognition plays an important role in engaging employees not just on Achievement Day but also in the Every Day experience. But many struggle with the specifics of implementation and often overlook things that can have a major impact on the outcomes of a program.
What does an organisation need to do in order to keep up its end of the bargain? Is it enough to recognise top performers at a team or company meeting? Should they supplement recognition with monetary rewards? Are they recognising employees enough? Or too much?
Over our years of research and client work, we have found that:
We also know recognition is best when it is accompanied by a reward, delivered in writing and explains how the recipient made a difference in some way. As shown below, individuals who received such recognition showed the greatest intent to stay and work hard for their organisations.
When considering which type of reward to pair with a recognition message, some rewards are a little more rewarding. As reflected in the Extrinsic Rewards Efficacy Continuum developed by Dr Ran Kivetz, PhD at Columbia Business School, hedonic rewards such as tangible merchandise or experiences are more motivating and produce better results than cash or cash-equivalent rewards like gift cards.
Research has also shown:
But is recognition really driving higher performance? Or simply affirming those who are already overperforming?
A study we conducted with salespeople suggests that recognition does indeed drive performance. Salespeople were asked questions prior to the start of an incentive period, including "Have you received incredible recognition at work?" We knew their sales history, which provided a baseline, and then measured how they performed during the incentive. Salespeople who had experienced incredible recognition in the past were more likely to see a lift during the incentive period, regardless of their previous performance.
Your organisation's highest performers will undoubtedly receive more recognition, as they should. However, that recognition will continue to prompt them to even greater performance – and will encourage those not in the top tier to elevate their performance as well.
A BIW analysis of data from one customer's organisation examined the efficacy of different reward types. Managers recognised a group of employees over a period of time with two types of rewards:
On average, employees earned more than $100/month on their debit cards and less than $100/month in points — eliminating the objection that points-based rewards might perform better simply because they're worth more. Both types of rewards could be saved or spent immediately, be used for a wide range of high-value and low-value options and had monetary value.
In practice, participants' spending habits were very different:
The results were also different:
The bottom line: Cash disappears into day-to-day necessities. Points inspire dreams – and the type of performance that moves your business forward.
Many elements of the Every Day experience impact engagement. In our research though, only one element of work lands in the top three for predicting commitment and performance: a sense of a promising future at an organisation.
Other elements of the work experience may be a top predictor of commitment or performance, but not both. Only a sense of a future can do that. When employees feel as if their current organisation presents a promising long-term opportunity, they respond by not only committing to that organisation but also working harder on a daily basis. An employee should be able to see their own career path at an organisation as well as the path the organisation will take.
Career pathing, coupled with communication from leadership about the direction of the organisation, can greatly improve both the commitment and performance of employees at an organisation. Ultimately, this is a crucial step in managing a workforce and providing an experience that will foster employee engagement. By treating employees like humans, their experience improves, as well as the health of the overall organisation.
When you ask employees where they want to be in five years, take their answers seriously. Show them a path to get there and they may get there with you — exceeding expectations and delivering value.
The positive effects of employee experience on customer satisfaction are often overlooked or understated.
Of course, our focus as a business is naturally on customers. We all understand that without them, we wouldn't have employees (or a company — or a job). But we can't forget that engaged employees are loyal employees. They stick around longer so they develop knowledge and skills that become hard to replace.
Without engaged employees that care about the customer experience, those customers eventually disappear.
Employees are motivated to work harder when they find meaning in their work. Nothing else has such an effect. 94% of employees who find meaning in their work are willing to work hard for their customer — as opposed to only 57% of employees who don't find meaning in their work.
To create positive experiences for your customers, create meaningful ones for your employees. Employees should experience these as part of the First Day experience and each day thereafter. Here's how:
How many of your top employees were referred to your company by someone who already worked for you? Many hiring teams are not tapping into the best source of recruiters – their own employees. Whether you are dealing with reduced budgets for hiring, finding a select few hires after recent layoffs or a sudden need to hire a lot of people, your existing employees can help you find the best candidates.
We've found employees who refer others to you are more engaged than those who don't. But that's not all that surprising. What's even more compelling is the employees they refer are also more engaged. And the benefits don't stop there.
Employees referred by a friend or family member tend to be more engaged, more committed, better performing and happier at work.
So how do you make sure your employees approach Referral Day ready to refer? Formal referral programs that offer an incentive work well. There are also certain aspects of culture and work experience that actually predict what makes employees more likely to recommend their company as a great place to work. In our research, employees are more likely to refer others to their organisation if they feel:
When employees feel empowered, challenged and as if they're in an open-minded organisation, they'll be eager to refer others they think might be a good culture fit. You'll recruit more of the best talent — and instead of utilising resources to go get them, they'll come to you.
In order to create a diverse workforce, you need to be sure your organisation's employee value proposition is appealing to a broad group of people. If the EVP is attractive only to a specific group, you should not be surprised when that's the group you see applying, accepting positions and staying.
Many companies are struggling with gender diversity in STEM fields (defined here as jobs that require: Computer Science, Engineering, Math/Statistics, Natural Sciences and Physical Sciences). There are fewer women than men doing the work and in many STEM fields, attrition among women is higher than attrition among men.
One place to start is by understanding whether people in STEM are motivated by the same employee value proposition as people in non-STEM fields. In our research, we found the top two drivers of commitment and performance among non-STEM employees in the United States were a sense of accomplishment and meaning at work.
While those two areas are key drivers for employees across the board, we found that STEM employees placed a higher value on things like:
Our research supports the idea that companies looking to attract STEM employees should advertise how they recognise and advance talent in a cool, collaborative environment.
In addition to what motivates STEM employees, it's also important to understand how to reach a diverse group of STEM employees. A company looking to attract women in STEM needs to be thoughtful about not creating a culture that appeals primarily to men. While not all men and women are the same, we can look at what broadly motivates these gender groups to make sure the culture a company creates is not excluding a particular group.
When comparing the drivers of men and women within the STEM field, we found the most important areas for men were career pathing, meaning and recognition. While women valued these things as well, the most important areas for them were collaboration, accomplishment and an innovative, open-minded place to work.
An organisation that wants to become more diverse should take steps to understand what audiences they're seeking to attract, including what those groups are looking to get out of work, and provide an employee value proposition that appeals broadly to those groups.
Speaking up is hard. In 1951, Solomon Asch told a group of people they would be participating in a visual perception test. One of the individuals was an actual study participant and the rest were in on the experiment. They had no relationship to each other and no power dynamics. The participant was asked an objective, easy question: which line (A, B, or C) equalled the reference line, as pictured in Figure 1.
People will follow the opinion of the group even when the group is clearly wrong.
The participants who were in on the experiment sometimes insisted an obviously too short or long line was the reference line. If the group stated the wrong answer, so would the participant.
If we cannot go against the group when evaluating the length of a line, how do we expect employees to speak up at work – with its complicated relationships, built-in power dynamics at play and difficult and subjective tasks?
We have found four ways to make speaking up more likely:
BI WORLDWIDE partnered with a United States panel company to target employees of companies with 500 employees or more. In addition, BI WORLDWIDE recruited employees of companies with 500 employees or more on a social media site. The online survey was available from January 23, 2019 to February 4, 2019. A total of 1,182 records were kept after data quality procedures removed respondents who completed too quickly or with suspicious response patterns; 474 respondents came from the social media site while 708 respondents came from the panel company. The typical respondent took 9.77 minutes to complete the survey.
Representative proportions of demographics such as gender, age and race were targeted so that the final sample of respondents accurately reflected the demographics of those in the workforce.