Maya Angelou, an American poet, and civil rights activist, famously said, “People will forget what you said, people will also forget what you did but people will never forget how you made them feel”. The experience that employees derive from their organization is largely based on how companies make them feel. These critical moments or as well call the moments of truth are those critical experience moments that matter the most and determine if the employee will be engaged with the organization or not.
The ‘Employee Experience 2020’ report by EX Leaders network defines a Moment That Matters (MTM) as a transformative point in time within a journey, where someone does something that changes and makes a lasting impression on how you feel about them and by extension, the organization. They are alternatively described as a Moment of Truth (MOT). By identifying and concentrating on MTMs or MOTs, organizations can focus their energy on experiences that truly matter.
While organizations would want to ensure that all the touchpoints be it service delivery, tools, systems, processes, etc. are working well to deliver a seamless employee experience always, however, the highest value and ROI comes from Moments that Matter.
What are some of these moments that organizations (depending on which stage of EX development they are in) can leverage to deliver a superlative employee experience?
Here’s a quick look-
What are some of the other make or break moments according to you? Share with us in the comments section.
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