What is the ROI of happy humans at work?

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My background is Customer Marketing, most recently with LinkedIn Asia Pacific. One headline from my previous life that that has stuck with me, is - ‘What is the ROI of customer delight’ (hat tip to Oracle who sent the email in 2014).

At a time where marketing — well, to be frank — organisations, grapple with customer success metrics — NPS, product success, revenue growth, net ratio — have we lost sight of the pure, emotive state of ‘delight’ that delivers your customers to a magical place of advocacy.

Most organisations have active engagement, growth and advocacy programs and, if the above metrics are green, then we're in good shape, right? Not always. While these are essential, it’s clever, unexpected, personalised, ‘think outside the box’ interactions that will impact our customers in such a way that they will become our brand story-tellers and product evangelists.

Let's use the same headline and replace Customer and Delight with Employees and Happy.

Measuring the ROI of happiness
HR teams track performance metrics like attraction, engagement and retention religiously. What about performance based on energy or happiness? Building a thriving workplace gets a lot of lip service from executive teams as “critical”, however, how many employee programs are mapped to this often harder to measure, yet far more compelling metric of ‘happiness’?

Admittedly, it can be harder to build a case on a somewhat subjective metric. However, if your organisation can adapt to a longer-term view where this important metric is tracked & aligned to reduced absenteeism, retention and an army of employer brand ambassadors, then suddenly it makes a lot of sense to the bottom line.


How can we define ‘happiness’?
The Happiness at Work team have identified 4 key areas which are pretty tight: 
 1. Experience of Work: explores the stresses and frustrations of work, how happy and engaged they are in their jobs. 
 2. Functioning at Work: how employees feel they can express themselves, influence their work, use their strengths and build relationships. 
3. Organisational systems: how the organisation is managed, quality of the work environment, job design and how employees assess the social value of their work. 
4. Personal resources: work-life balance, how healthy and resilient they are, the strength of their personal relationships.


Now switch to your business.
How are your programs aligned to these dimensions? In the same vein as customer obsession, how are you mastering or thinking differently about emotional wellbeing and employee engagement activities. How can you tailor these to tip the scales towards a magical place of optimal productivity and heavily reduced attrition rates?

WellWork offers our customers a complimentary employee assessment with a strong focus on happiness & energy measures. We use these insights to define strategic wellbeing programs that help your people to thrive at work, and in life.


Not sure where to start? WellWork offers our customers a complimentary employee assessment with a strong focus on happiness & energy measures. We use these insights to define strategic wellbeing programs that help your people to thrive at work, and in life.