As much chaos and confusion as the coronavirus (COVID-19) pandemic created, it also provided some clarity. For example, as retailers focused on the consumer experience, they also developed a deeper understanding of the relationship the employee experience has with organizational performance.
Linda Nedelcoff, executive vice president and chief strategy and human resources officer for CUNA Mutual Group, says employees with positive experiences can outperform organizational expectations. She spoke during a general session of the 2021 CUNA Human Resources and Organizational Development Council Conference.
In 2017, CUNA Mutual embarked on a journey to “remodel” itself into an employee experience-centered organization, Nedelcoff says.
The employee experience parallels the member experience in many ways, both as a reflection of culture and in its language. Like the member experience, employees have various touch points with the organization’s culture.
“I call these ‘moments that matter,’” Nedelcoff says. “They are moments of truth, and they have resulting connections, engagements, or responses. An integrated or improved employee experience comes from treating your employees as you would your members.”
Nedelcoff outlines a plan, built around the acronym V-O-T-E-R, for creating an experience-centered employee culture:
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