The Employee Experience Advantage

By Jacob Morgan

Book Overview

The Employee Experience Advantage by Jacob Morgan is a groundbreaking book that explores how to create a workplace where employees genuinely want to show up to work to perform at their best. Morgan focuses on the three fundamental environments that shape employee experience: the physical workspace, the technological tools, and the organizational culture.

The book delves into the importance of designing workspaces that inspire and motivate employees, providing them with the right tools to be productive, and fostering a culture that celebrates their contributions. Morgan draws on research and real-world examples to demonstrate how organizations can create a truly engaged workforce that unlocks business performance.

In the following eight power lines, we will be walking through insights and practical tips from the book to help elevate your organization's employee experience.

Power Line 1

Transform Your Workplace by Redesigning the Employee Experience

Creating a workplace where employees feel excited every day requires more than just offering perks like snacks or team-building events. These short-term solutions might briefly improve morale but don’t address the root of workplace satisfaction. Instead, focusing on employee experience—a long-term, holistic approach—can truly transform your organization.

Unlike traditional employee engagement efforts, which aim to motivate workers through involvement, improving employee experience is about redesigning the foundation of your workplace. Imagine rebuilding an old car. Painting it and adding new seats might make it look good, but without upgrading the engine, its performance won’t change. In the workplace, this "engine" is made up of three parts: the physical, technological, and cultural environments.

Take Facebook as an example. The company didn’t just create trendy offices for appearances; it engaged with employees to understand their needs and then designed spaces to meet them. By offering workspaces that are functional, inspiring, and aligned with employee preferences, Facebook demonstrates how a well-thought-out physical environment boosts productivity and satisfaction.

Beyond just physical spaces, organizations must also focus on technology that empowers employees to work efficiently and a culture that fosters trust, respect, and belonging. When these three components are aligned, companies can become experiential organizations. These are places where employees genuinely enjoy working and feel supported in every way.

“People who spend money on experiences instead of things are just happier all around.”

Power Line 2

Design Workspaces That Reflect Your Values and Empower Your Team 

The way a workplace looks and functions plays a big role in how employees feel about their jobs. Experiential organizations understand this and design spaces that match their values and inspire creativity. When a company fails to align its workplace with its core beliefs, it risks losing the trust of its employees. For instance, a company claiming to care about sustainability but ignoring recycling creates frustration and distrust among workers.

Leading organizations like Facebook get it right by designing environments that reflect their values, such as boldness, openness, and social connection. Their campus includes open floor plans, creative art spaces, and diverse areas for work and collaboration. Why? Because they know employees perform best when they have the freedom to choose how and where they work.

Modern work isn’t about fixed hours or desks. It’s about flexibility and integration. Research by services firm EY (formerly Ernst & Young) shows that flexibility is almost as valuable to employees as a good salary. Today’s offices need to feel more like homes, with different zones for different purposes: private areas for focus, cafes for casual chats, lounges for relaxing, and outdoor spaces for fresh air. Employees spend up to 60% of their time away from their desks, so the old “open vs. closed office” debate misses the point.

When companies redesign offices with their people in mind, the rewards are huge: happier, healthier, and more productive employees, plus lower stress and absenteeism. This approach also builds trust and reduces costs. But here’s the key—don’t just copy big-name companies like Facebook. Instead, talk to your own employees. Understand their needs and design a workplace that works for them. By involving your team in the process, you’ll create an environment where everyone can thrive.

Power Line 3

Use Technology to Simplify and Empower Your Team’s Work 

Technology has changed how we work, but it’s only effective when it truly makes employees' lives easier. Successful organizations invest in tools that are simple, useful, and tailored to what their teams need. Take the San Diego Zoo as an example. This century-old non-profit moved from old-fashioned classroom training to an online learning system that employees could access anytime. They even made it easier for workers to buy computers and tablets through interest-free payroll deductions, ensuring everyone had the tools they needed. This switch not only boosted employee performance but also saved resources—reducing paper use by 100,000 sheets in just one year!

However, having technology isn’t enough. It needs to be user-friendly. Complicated systems designed for IT specialists often leave employees frustrated and less productive. Instead, invest in technology that feels as easy to use as apps people enjoy in their personal lives.

For example, the Royal Bank of Scotland rolled out Facebook for Work to its 100,000 employees. Since many workers were already familiar with Facebook, the transition was seamless and enjoyable. By using technology that people already like, companies can increase efficiency and satisfaction.

But here’s the catch—you can’t assume what your employees need. Ask them! Involve IT and HR teams to discover the tools that will make work easier and more productive. Without this step, you risk wasting money on technology no one wants.

Power Line 4

Build a Culture That Inspires Purpose and Teamwork 

The culture of your workplace shapes how employees feel about their jobs. It’s not something you can see or touch, but it’s the reason people either dread Mondays or look forward to them. Improving your workplace culture can make a huge difference, and it starts with two key ideas: teamwork and purpose.

To create a team-centered culture, focus on making employees feel like they’re part of something bigger. Facebook, for example, avoids singling out individuals for achievements. Instead, it celebrates the teams that make success possible. Research backs up this approach. At Stanford University, people solving puzzles were told they were part of a team, even if they worked alone. This group worked nearly 50% longer and found the task more enjoyable compared to those who thought they were working solo. Simply feeling part of a team can motivate people to work harder and enjoy it more.

Purpose is the other cornerstone of a strong culture. Employees want to know their work matters. Take NASA in 1962 as an example. When President Kennedy asked a janitor what he was doing, the janitor replied, “I’m helping put a man on the moon.” This sense of purpose, tied to a clear and inspiring mission, makes even routine tasks meaningful.

Your organization might not be sending someone to the moon, but it has its own “moonshot.” Whether it’s providing excellent service, solving big problems, or making a difference in the world, help every employee see their role in achieving that mission.

“Bonuses don't really motivate workers. Once they reach a certain baseline salary, money is no longer the main driver. They need something more.”

Power Line 5

Happy Employees Drive Greater Success 

Why focus on giving employees a great work experience? The answer is simple: people value experiences more than material things. Studies from top universities like Cornell and Chicago show that spending on experiences makes people happier over time, while buying things only brings short-lived joy.

Experiential organizations understand this and reshape how their employees see work. They don’t just offer a paycheck—they create a workplace that feels meaningful, enjoyable, and valuable. These organizations focus on three areas: physical spaces, technology, and culture, to ensure employees have a positive experience.

And it works. Companies that prioritize employee experiences perform better than their competitors across the board. They lead in customer service, innovation, employee satisfaction, and brand reputation. But the real impact shows in their finances. Studies from sources like PayScale and Yahoo Finance reveal that experiential organizations see incredible results:

• 40% lower employee turnover: Happy employees stay longer.

  
  

• Twice the average revenue and four times the profit: Their teams are more productive and innovative.

  
  

• Nearly triple the revenue per employee: Everyone works at their best.

These numbers prove that happy employees create successful businesses. By investing in the right environment, companies attract top talent and help them thrive. And when your team is at its best, your business will soar.

In any industry, your people are your greatest asset. Give them a workplace where they feel valued and inspired, and they’ll not only stay but also drive your success to new heights.

Power Line 6

Inspire Employees with a Meaningful Purpose 

If you want to create an amazing workplace, start with a purpose that inspires. While most companies write mission statements, these often focus on profits, customer satisfaction, or shareholder value. That’s fine, but it doesn’t spark excitement or pride in employees.

Take a typical example: a retailer aiming to lead in selling food, health items, and seasonal goods. It’s clear, but not exactly thrilling. Experiential organizations go beyond this. They craft a reason for being—a purpose that highlights their positive impact on the community and the world. This purpose isn’t about making money. It’s about giving employees something bigger to believe in.

A good purpose is both achievable and endless. For example, Salesforce.org commits 1% of its resources—technology, time, and people—to improving communities and inspiring other companies to do the same. Profits aren’t mentioned. And while the goal is achievable in small ways, it’s never fully complete because communities can always improve. This kind of purpose motivates employees. It gives them a reason to come to work and strive to do better every day. They know they’re part of something meaningful, not just punching a clock.

Creating your organization’s purpose is a key step in building a great employee experience. But don’t do it alone. Ask your employees what they think your company stands for and how it makes a difference. Their input will make the purpose authentic and more powerful.

Power Line 7

Build a Thriving Workplace with a Continuous Feedback Loop 

The workplace is always changing, so creating a great employee experience requires constant adjustment. To keep up, your organization needs a continuous feedback loop. This means regularly listening to employees, acting on their feedback, and refining solutions based on their input. It’s an ongoing process where employees actively shape their own experience at work.

Take Airbnb as an example. The company uses this approach in its food program, where employees provide feedback daily. Before each meal, the food team emails a menu with a quick feedback form. When testing new dishes, employees are invited to taste them immediately. The result? Ninety percent of employees say the food program boosts their productivity, and over half feel it’s a big reason to stay with the company.

Creating a feedback loop like this requires genuine care for your people. It’s like committing to a fitness goal: you can’t get results from a single workout; it takes consistent effort. Similarly, you can’t rely on once-a-year reviews to understand your employees’ needs. Feedback must flow continuously to stay effective.

Make it easy for employees to share ideas and give input every day. Give teams the power to act on this feedback quickly, whether it’s improving processes, introducing new tools, or addressing concerns. This kind of responsiveness ensures that changes happen fast and meet real needs.

When employees feel heard and see their input making a difference, they’re more engaged and productive. A continuous feedback loop not only adapts to changes but also creates a workplace where employees feel valued and invested. By putting your workers at the center, you’re building an organization that evolves with its people—and for its people.

“One unexpected finding is that there is a clear relationship between years of experience and happiness at work. In short, older workers tend to be less satisfied.”

Power Line 8

Focus on Moments That Matter, Not Employee Life Cycles 

The old idea of an “employee life cycle” doesn’t match how people actually experience work. Instead of trying to fit everyone into the same rigid path, organizations should focus on moments that matter—the events that leave a lasting impression on employees.

These moments could be anything: starting a new role, receiving a promotion, celebrating personal milestones, or even navigating life changes like having a baby. To find what matters most in your organization, ask your employees. This simple shift changes the way you view your team—from a group of workers to unique individuals with their own stories.

Cisco, for instance, has identified 11 key moments that make a difference for its 70,000 employees. One of these moments involves offering five paid days off each year for employees to volunteer for causes they care about. This isn’t just a nice gesture—it’s a way to show employees that their values matter.

Once you know your organization’s key moments, tailor your workplace environments—physical, cultural, and technological—to support them. For example, on a new hire’s first day, you could arrange a meeting with a customer who has benefited from your company’s work. This provides a sense of purpose and highlights your company’s culture.

Or, if an employee is relocating, offer flexible work hours and adaptable workspace options to ease their transition. The key is personalization—creating experiences that evolve alongside your people.

The road to success starts with listening. Ask your team what events have had the biggest impact on their work experience, and use their answers to shape your organization. When employees feel valued during their most meaningful moments, they’ll feel a deeper connection to their work—and to your company.

“Waiting for an experience elicits more happiness than waiting for a material good... When we spend money on experiences, those purchases are also more associated with our identity, connection and social behavior.”

Major Takeaway

Creating an exceptional employee experience is not a one-person job—it’s a shared responsibility across every level of an organization. The journey begins with senior leadership, whose role is to set the tone, champion core values, and model the organization’s “reason for being.” Leaders like T-Mobile’s CEO John Ledger demonstrate this by actively listening to employees on the front line, encouraging honest feedback, and acting on it. This ripple effect starts at the top and extends through the hierarchy, embedding the concept of employee experience at every level.

Employees themselves play a key role by contributing feedback and suggestions that fuel improvement. This constant exchange transforms an organization into a dynamic laboratory rather than a rigid factory. Experiential organizations embrace experimentation, learn from failure, and adapt continuously based on employee and customer insights.

Video Insights from the Author, Jacob Morgan