Employee Experience Management

Organizations that prioritize the employee experience are rewarded—not just with more engaged employees—but with more loyal customers. At SMG, we help you drive engagement and reduce turnover at every stage of the employee life cycle by combining holistic feedback, robust reporting, and industry-leading professional services.

Key employee touchpoints

Combine point-in-time surveys with always-on feedback to drive engagement + impact critical business outcomes.

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Core engagement survey
  • Measure + benchmark engagement at strategic intervals
  • Understand key drivers of the employee experience
  • Link to CX/PX feedback, human capital, + financial metrics
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Engagement check-ins
  • Foster an ongoing conversation of culture-building initiatives
  • Track progress on core engagement efforts
  • Follow up on action plans to drive accountability
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Custom pulse topics
  • Gain enterprise-wide feedback on key organizational initiatives
  • Get employee input on new policies + procedures
  • Gauge the impact of seasonality + new products
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Onboard
  • Improve recruitment + hiring process
  • Check in with new hires
  • Optimize training
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Exit
  • Manage turnover
  • Understand why employees leave
  • Identify + curb issues
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Always-on voice of employee (VoE)
  • Embed continuous employee dialogue into your company culture
  • Identify + manage HR red flags
  • Triage time-sensitive feedback to respond effectively

Feedback + insights at every stage of the employee life cycle

Manage and enhance the entire employee journey—from the first interview to the last day and every important touchpoint in between.

JOB SEARCH

  • Searches for job opportunities
  • Researches potential employers

INTERVIEW

  • Communicates via email and phone with recruiter
  • Has virtual and/or in-person interviews with hiring manager + team

JOB OFFER

  • Receives an official offer for employment
  • Reviews compensation + benefits and follows-up with recruiter

Use always-on VoE feedback to enable new hires to provide unsolicited feedback

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ORIENTATION

  • Receives pre-onboarding materials via email
  • Attends orientation sessions virtually and in person

ONBOARDING

  • Embarks on cross-functional onboarding to learn about company + role
  • Receives access to critical systems, training, + tools

Use always-on VoE feedback to enable new hires to provide unsolicited feedback

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EDUCATION

  • Participates in ongoing education needed to excel in role

FEEDBACK + REVIEW

  • Receives valuable performance feedback from manager + peers

CAREER DEVELOPMENT

  • Develops knowledge + skills needed for personal growth + advancement

Use pulse surveys to check in on improvements and gauge the impact of seasonality + new products

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ADVANCEMENT

  • Experiences upward mobility in career

CULTURAL ADVOCACY

  • Becomes loyal to the company + drives employment referrals

EXIT

  • Decides it’s time to pursue a new opportunity

Benchmark employee engagement to understand the key drivers of your employee experience

Conduct exit surveys to identify issues, understand why employees leave, and manage turnover

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Taking action

The right tools inspire strategic action across your enterprise.

Alerting

Trigger alerts on concerning words or phrases + close the loop quickly and efficiently.

Text analytics

Understand sentiment and themes from solicited + unsolicited employee feedback.

Action planning

Track next-step progress + drive accountability across the organization.

Data export

Easily extract data for deeper analyses + reporting.

Putting the employee experience first pays off

Companies with highly engaged employees outperform less engaged counterparts across the board.

+ 5%

overall customer satisfaction

+ 10%

customer likelihood to recommend

+ 8%

comp sales

18%

employee turnover

What can be gained by prioritizing employee engagement + retention efforts?

Use our ROI calculator to see the value of improved employee experiences for your business.

TURNOVER COST CALCULATOR

Estimated Turnover Cost + Savings

Annual turnover cost without an EX program

$

Estimated savings per year with an EX program

$

Estimated savings over 3 years with an EX program

$

Want to know more about achieving ROI for your XM program?

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Combine CX + EX for a more holistic experience management solution

Combining employee experience and customer experience programs creates a more holistic experience management solution that strengthens every link in The Service Profit Chain—allowing you to see transactions from both the employee and the consumer point of view.

smg360® makes it easy to analyze EX + CX data in a single platform:

  • Qualitative insights on sentiment + themes in employee comments
  • Role-based access with existing company hierarchy
  • Same interface + functionality
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*Forrester | EX Predictions 2021: How Employee Experience Is Leaping Forward In The Wake Of The Pandemic | November 2020

SMG’s professional services bridge the gap from data to actionable insights.

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Find out why customer-centric organizations prioritize the employee experience.