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An untapped but invaluable resource for customer insights: your employees

[fa icon="calendar'] Apr 21, 2016 12:12:16 PM / by Niclas Reijonen posted in employee engagement, customer experience

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Peter Drucker made his revolutionary suggestion that we view employees as assets rather than liabilities more than half a century ago. And much has been done with this proposition in terms of employee satisfaction and retention programs in companies all over the world. Still, companies predominantly spend their systematic efforts gathering insights on their products and services primarily from their customers. Why aren’t they tapping into a powerful, knowledgeable source of operational and product insight: their employees?


Most organizations regularly survey their employees, but these programs are typically limited to measuring employee engagement, identifying the drivers of employee satisfaction, and soliciting suggestions for improving working conditions. The goal of these exercises is to increase employee satisfaction and decrease employee turnover.

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Meaning is the most important motivational factor in employee experience

[fa icon="calendar'] Mar 23, 2016 11:12:59 AM / by Matti Airas posted in employee engagement, employee pulse, employee survey, HR management, employee motivation, employee experience

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Competition for the best talent is going global, and Europe is starting to lag behind other markets. With Asian and US corporations trying to recruit their best brains away, European companies must find a way to fend off this trend and keep these invaluable human resources at home. Salary level is usually the first thing that come to mind when faced with this issue, but it is almost impossible to compete with the world’s largest companies in this area.

Luckily, it is becoming more and more clear that money is not the number one priority for workers. Studies indicate what I have known for a long time: meaningful employee experience is the most powerful motivational driver at work. In the US, for example, studies completed yearly by Gallup have found that up to 70% of employees are not engaged at work. Something is missing from their work, and that something is not money.

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Annual Employee Pulse Needs To Go Real-time

[fa icon="calendar'] Aug 7, 2015 11:53:00 AM / by Matti Airas posted in employee engagement, employee pulse, employee survey, HR management

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A week ago I wrote a blog about the annual employee performance review and what will replace it. This week I had to continue on the same lines with another employee related process that has way outlived its benefits. I am not sure it ever made much sense. That process is the annual employee pulse or annual employee survey.

As some of you might know I used to work in Nokia. They conducted annually a long-form strutured survey related to employee motivation, issues, compensation etc. The response rate was high and many months later the results were presented. 

"Average employee work satisfaction has gone down from 3.6 to 3.4".

What does that mean and what should the manager do with it?

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What Will Replace The Annual Performance Reviews?

[fa icon="calendar'] Aug 4, 2015 3:06:00 PM / by Matti Airas posted in employee engagement

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Accenture CEO Pierre Nanterme recently announced that the company will get rid of the annual performance review. This change has been long coming. Even in the 90’s when I worked at Nokia, the inefficiency of performance reviews was clear to most employees: Discussions were corny and superficial and the targets often obsolete a month or two after the review.


Accenture says that it will replace the annual process with timely feedback to the employees. That plan has a flaw. It is not just about feedback to the employees but also feedback from the employees. After all, there was something good about the annual performance view: it was an opportunity for an ordinary employee to provide feedback to the manager and the company. This increased the employee engagement and motivation.

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