- So when I think about designing an employee experience, because it has to be intentional, if you look out in the marketplace, if you look at marketing tools and best practices of companies, they look at the customer experience, right? How many of us care about the customer? We all do, that's why we're in business. If you take the same intensity on designing what that customer experience looks like, inside to the employee experience, you're already ahead of the game. And data shows high correlation, and I'm gonna assume causation, is that if you have an amazing employee SAT, with an amazing employee experience, that translates to customer satisfaction.
High correlation data shows it. So let's go after this employee experience, let's go after the systems thinking around this. So let's break it apart into core buckets. Follow me here, I don't have a spreadsheet. But if you start off on the spreadsheet and you think about what is that first step, it's when I start courting you, it's when I start trying to attract you, it's when I care about my talent brand, I care about the stories I tell you. So when I look for jobs, I'm like, is it the company that I wanna be with? Is it the people that I'm gonna have fun with? Is it the kind of company that when I walk in, I feel good? That is part of your talent brand.
Those are the stories, the people, those intangible objects when you walk through a hallway that makes you feel like you not only can survive there, but you'll thrive there. So bucket one, attract. I want to court you, and I wanna land you. I wanna make an offer, and I want you to accept my offer. I want to win. Bucket one. Bucket two is that onboarding. Onboarding has two components. It's pre-onboarding, so do I get you to sign the documentation, do you sign your offer letter, do I do my background check, do I give you the benefits information, all that stuff in advance? Threaded through that, do I give you a glimpse of my culture? Do you see a video vignette of your new CEO? Do you get a sense of the environment and the office space in which you'll be working at? How can I thread that on into that experience pre-onboarding? And then it's day one.
Day one is always the biggest moment of uncertainty. Every human being has moments of uncertainty. Getting a new job is one of the top three. And what you look for in that day are those signals that you will survive and thrive, that you belong, that you matter, and that you're cared for, right? You're looking for that. And so, if you create a great onboarding experience, right on, that's bucket two. The next piece of the employee experience are those moments that matter.
So you're in your gig. Nine months later, you have a new baby. Oh my gosh, that's a big moment that matters. How do I sign my kid up for healthcare? Or if I'm a new manager, every first-time manager is a kluge manager, we all know it. I sucked as a first-time manager. I needed training, I needed guidance. What if, in that moment that mattered, we gave them tools, we pushed out information, training bites, that would be amazing. How do I anticipate your needs? Those are moments that matter in transition. And the following one is the offboarding, the alumni love, I call it, because everyone's gonna have a journey.
They're not gonna all retire from your company, but what you want them to do is walk away with love and joy about their moments there, that they are still loyal to your brand, that become a super rockstar fan person of your company so they're referring candidates to you. They're maybe purchasing your services in the future. They may be the one blogging and telling everyone on LinkedIn and Glassdoor that this company rocks. That's your employee experience.