Understanding the Importance of Employee Experience Touchpoints for Your Business

drivers of employee engagement

As a business owner, you understand the importance of customer experience touchpoints. But have you ever considered the value of employee experience touchpoints? Employee experience touchpoints refer to all the points of contact that an employee has with an organization throughout their employment journey. These touchpoints play a crucial role in shaping an employee’s perception of an organization and can have a significant impact on employee engagement, retention, and overall business success. In this article, we will explore the importance of employee experience touchpoints and how they can benefit your business.


The onboarding process is one of the most critical employee experience touchpoints. It sets the tone for the employee’s entire journey with the organization. Statistics show that organizations with a strong onboarding process experience 91% higher retention rates than those with a weak onboarding process. A positive onboarding experience can help new employees feel welcome and valued, and can increase their engagement and motivation to perform well. Providing a comprehensive orientation, assigning a mentor, and setting clear expectations can all contribute to a positive onboarding experience.

Training and Development

Investing in employee training and development is not only beneficial for the employee but for the organization as a whole. Employees who feel that their employer is invested in their growth and development are more likely to stay with the company long-term. In fact, companies that invest in employee training and development have 218% higher income per employee than those that don’t. Providing ongoing training and development opportunities, such as workshops, webinars, and mentorship programs, can help employees enhance their skills and knowledge, while also boosting their engagement and job satisfaction

Performance Management

Performance management is another important employee experience touchpoint. Providing regular feedback and recognition can help employees feel valued and motivated to perform well. In fact, employees who receive regular feedback have 3.5 times higher engagement level than those who don’t. Implementing a formal performance management process, setting clear goals and expectations, and providing regular feedback and recognition can all contribute to a positive performance management experience.

Work Environment

The work environment is another key employee experience touchpoint that can impact engagement and retention. A positive work environment can lead to increased job satisfaction and better overall performance. In fact, companies with engaged employees outperform those without by 202%. Creating a positive work environment can include providing a comfortable workspace, promoting work-life balance, and offering flexible work arrangements. It’s important to understand that the physical environment is just one part of the equation, as the social environment, including relationships with colleagues and management, also plays a crucial role.

Exit Interviews

The final employee experience touchpoint we will discuss is the exit interview. While it may seem counterintuitive to focus on an employee’s last impression of the organization, the insights gained from an exit interview can be invaluable. Exit interviews can provide valuable feedback on what the organization is doing well and areas for improvement. Additionally, 85% of employees who leave a company do so because of issues within the organization, rather than the job itself. By conducting exit interviews, organizations can identify and address issues that may be contributing to turnover.


In conclusion, employee experience touchpoints play a critical role in shaping an employee’s perception of an organization. By investing in onboarding, training and development, performance management, work environment, and exit interviews, organizations can create a positive employee experience that can lead to increased engagement, retention, and business success. Remember, the employee experience is just as important as the customer experience, and organizations that prioritize both will reap the benefits.

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