Avoid the EX Gap Trap
I often hear business leaders confidently express that their practices are “dialed in” to their employees and that their team is connected, motivated, engaged, and committed to the work they are doing. However, in many of these cases, I’ve learned that good intentions and a rosy outlook are no substitute for facts.
The truth is there is really only one way to know if practices are providing a valued EX—soliciting initial and ongoing input directly from employees and following a continuous improvement process. And we’ve seen what can happen in the absence of such a process. We call it the “EX Gap Trap”.
In a recent example with one of our clients, employee interviews revealed a stark contrast between company leaders’ views and employees’ actual perspectives about EX. Some employees said they were “sticking it out” despite a poor EX. Others explained they are not as committed as they look because of several issues and that they would leave when they found a different opportunity.
Employees cited the following issues most often for their discontent:
- Unauthentic promotions — no change in responsibilities or compensation—lack of growth and development
- Several so-called perks that serve the owner and community support instead of what employees are interested in—lack of listening to what they value
- Frequent cancellation or complete absence of standing group and designated 1:1 meetings, some of which employees must prepare—disregard for their time
Leadership had no idea about how these examples of broken communications were impacting EX.
Employees were also not shy about sharing their negative perceptions of the company’s recognition efforts:
- The nice gift distributed to everyone at the company’s annual summer event did not resonate, which employees interpreted as a lack of interest in learning what’s important to them.
- Improvement ideas that are submitted, not accepted and lack feedback, which makes people feel their voice is not heard.
- Improvement ideas that are accepted and put into action without any expression of appreciation for the ideas breeds disappointment from the idea maker and a lack of trust.
- Salary increases that must be requested and lack of cost-of-living increases devalues employee contributions (many have been on the team 5-15 years).
For this company and every company on a fast-growth trajectory, employee sentiment ignored by leaders can sabotage progress. Knowledgeable, talented employees planning their exodus will stall growth and limit results.
Elevated EX Elevates Business Growth
Getting EX right, according to Gallup, leads to highly engaged teams and a 23% boost in profitability, and a remarkable 41% drop in absenteeism.
To get EX right, it’s important for GenX and Boomer leaders to understand that employee expectations among younger generations forming a major part of the workforce are shifting. They seek environments that resonate with their values—well-being, inclusion, and growth. As Gen Z and Millennials assert their presence, they’re looking for workplaces that celebrate their contributions. Older leaders need to keep an “ear to the ground” in order to adapt EX to the values of their younger colleagues.
EX Elevators
EX has become more than just an operational focus; it’s a vital component in talent attraction and retention. Hybrid and remote work—staples of the modern workplace—make it a challenge to keep employees engaged, connected, and motivated no matter where they’re working. Here are seven critical human-centered values to incorporate in your EX:
1. Authenticity, Trust & Accountability
While digital tools can support onboarding, training, and other processes, a human-focused approach must drive the effort to attract and keep top talent. In a competitive market, a thoughtful EX strategy draws in skilled employees. According to Harvard Business Review, disengagement, and high turnover are often rooted in weak leadership that lacks communication and authenticity. The absence of authenticity will undermine the strongest proactive, structured approach to the employee experience. Authenticity earns trust, and research shows that employees who trust their employers are more likely to stick around and contribute meaningfully.
Be aware of the link between authenticity and accountability. People need a system of checks and balances to drive the fulfillment of commitments and delivery of expected results. Those who accept responsibility for a task, project, department, etc. should be held accountable to support performance standards. Closed feedback loops are essential for providing a way for those tasked with an assignment to communicate the completion of their assignment.
2. Learning
Career advancement and skill development are central to EX. According to LinkedIn’s 2024 Workplace Learning Report, employees who see growth opportunities are far more engaged, motivated and loyal. In fact, 90% of organizations believe learning and development are crucial for retention. Encourage personal growth by providing learning and skill-building opportunities. Demonstrated support for calculated risks and tolerance for imperfection go a long way in fostering innovation.
3. Recognition
This isn’t just about rewards; it’s about cultivating a culture of authentic appreciation and belonging. Recognized employees are up to 10 times more likely to feel like they belong at their organization. Regular, meaningful recognition reinforces an employee’s sense of value and enhances morale. And keep in mind that what gets recognized gets repeated. Positive reinforcement is a stalwart of behavior modification.
Resist the temptation to automate your recognition program for the sake of personalizing it. There simply is no one-size-fits-all solution for making appreciation meaningful.
4. Automation & Workflow Improvement
Streamlining workflows with automation that reduces repetitive tasks allows employees to focus on meaningful, higher-value work. McKinsey reports that automation increases job satisfaction by enabling employees to spend more time on tasks they find engaging and impactful. Streamlined processes also lead to 20% higher productivity across teams.
5. Well-being
Comprehensive well-being programs that support physical, mental, and emotional health are not just a perk; they’re fundamental to long-term engagement and retention. Companies with these programs report 41% lower absenteeism, showing that employees who feel supported tend to show up more consistently and perform better.
6. Engagement & Culture
Teams with strong cultures and high engagement foster a sense of belonging, resulting in greater productivity and motivation and lower turnover rates. Digital tools help drive this valuable connection between remote and hybrid teams. However,
7. Insights & Listening
Regular feedback is essential for aligning EX with employee needs. Organizations that actively seek, act on, and respond to employee feedback report higher engagement and satisfaction. Two-way communication is critical for making employees feel their voices matter.
EX Elevator Roadmap
Beyond the seven pillars you just read about—EX’s motherhood and apple pie—you may be wondering how your organization can strengthen its EX. In other words, how do you bridge the gap between theory and practice?
Here is our tried-and-true formula for closing the engagement loop, and reaping the benefits of a people-centric culture:
- Discovery
Gather information about the current status of your organization’s EX—right from the horse’s mouth. Focus on feedback about key areas like well-being, recognition, and workflow efficiency through surveys, focus groups, 1:1 interviews. - Assessment, Benchmarking
Analyze feedback and define specific weak elements of EX, i.e., recognition frequency, lack of learning opportunities, etc. These benchmarks (for both strengths and improvement areas) are measurable outcomes from which to track progress and adapt where and when needed. - Identify High-Impact Initiatives, Set Measurable Goals
Based on assessment results, identify which areas need immediate attention. For example, in the case of pervasive comments about unmanageable workloads, automation might be a priority. Or if stress tops the list, consider focusing on employee well-being. Match efforts with the need to ensure results that improve EX and establish measurable goals that will determine success. - Focus on Hybrid Communication, Collaboration
Investigate technology tools that connect virtual and in-office employees and promote collaboration and productivity. While meeting platforms can facilitate regular check-ins, virtual town halls, and virtual meet-ups, they are not a substitute for close encounters that enrich relationships, such as water cooler conversations. However, they are practical tools to incorporate into cascading communications that must flow downward from senior leaders to department heads to supervisors to ensure information is shared consistently throughout the organization. - Create Feedback Methods
Establish ongoing feedback channels like monthly pulse surveys, anonymous suggestions, and question boxes as well as face-to-face communication in which leaders at all levels ask curious questions to learn what’s really going on inside the organization. Encouraging continuous input helps stay current on employee needs and facilitates adjusting initiatives when changes in employee sentiments crop up. However, it is essential to provide feedback that addresses suggestions and concerns in order to demonstrate that employees are heard and credibility for the process. - Adapt and Refine
An EX roadmap is a living plan that should evolve over time in response to change. Regular reviews for assessing progress, identifying new needs and initiatives, and refining approaches ensure your strategy stays relevant and responsive.
And So…
People’s perspectives change as circumstances change, which makes it necessary to continually nurture human-centered practices in order to maintain a powerful EX that reverberates into successful client, supplier, and partner experiences, and a thriving workplace environment in which employees feel valued, supported, and motivated to contribute.
Need a little help getting started. If you’re looking for a partner to guide you through discovery, planning, implementation, and measurement let’s start a conversation. Call 800-742-6800 or email us today. For more information and tips for engaging and onboarding stakeholders, sign up for our monthly newsletter at askhillarys.com (bottom right corner of the page).