Why employee satisfaction matters
Delivering top-notch customer service isn’t just about having employees who know how to do their jobs. It’s about having employees who are engaged, well-supported and encouraged to grow their skills. ArcBest prioritizes employee experience to ensure the heart of our company is taken care of and empowered to support our customers with their transportation needs. That means bringing the right people on board, nurturing their development and cultivating a collaborative workplace.
How ArcBest approaches employee experience
We take a comprehensive approach to the employee experience, looking at every touchpoint a person has along their employment journey. This includes hiring, onboarding, talent management, leadership training, internal communication, and evaluating and growing our company culture. Leading these efforts is the Employee Experience (EX) team.
Finding top talent
Our people are the heart of our success, and the recruiting division of EX is on a mission to bring aboard the best of the best. Not only do they work to find great people, but they also carry out a plan to nurture them as they onboard.
To help new employees transition into their roles, EX creates opportunities for them to connect with people across the company such as on- and off-campus networking events and employee gatherings like monthly Core Values Lunches at our Medina, OH campus. They also provide New Hire Welcome Guides that cover everything from finding the supply closet on campus to an overview of company leadership.
Cultivating the skills and talents of employees
With growth as one of our core values, another part of the EX team focuses on talent management. Through online courses, in-person workshops, personalized development plans and one-on-one career conversations, they ensure every person has an opportunity to refine their skills and prepare for future roles.
Developing leaders in the organization
Effective leadership is a cornerstone of our culture, and the EX group provides resources for learning how to manage people and processes. Throughout the year, they run various programs for every career level that empower team members to fine-tune their decision-making skills, hone their strategic thinking, and master self-management while also learning how to develop others.
Clearly communicating across the organization
Effective communication is the glue that holds our employee experience together. EX’s communication team works hard to make sure everyone is well-informed across the company. They communicate everything from sharing about EX events like pumpkin decorating contests or Santa photos to the latest business news. This team also helps navigate change management when new policies or procedures are introduced.
While email plays a huge role, this team also creates Wayfinder. This monthly employee e-newsletter spotlights different groups and individuals and shares community involvement, company news and industry recognition. A bi-monthly employee magazine, By-Lines, focuses on our ABF Freight® team, highlighting driver achievements, awards, philanthropy, safety tips and company updates.
Making improvements through employee feedback
Employee feedback is the most important way the EX group uses to determine what’s working and resonating with teams. The EX group provides employees various platforms to share their experiences, whether through annual surveys, quick pulse checks, focus groups or our digital 'Creativity Suggestion Box.'
And while all feedback is reviewed and appreciated, the EX team shines a magnifying glass on one piece of employee feedback: the annual survey. Responses are looked at across the organization and at the department level to help our leaders fine-tune their areas, making improvements based on what our people care about. In recent years, survey responses have led to changes like revamping sick leave policies and dress codes and introducing programs for employee stock purchasing and student loan refinancing.
Where employee experience meets customer experience
Ultimately, our organization's success is rooted in our employees' experience. EX’s mission is simple: creating a workplace where our employees are valued and have the tools they need to carry out our strategy. Through the guidance of the Employee Experience team, we believe that when our people are supported, they do their best to serve our customers well each and every day.
Want to join the ArcBest team? Take a look at current openings at ArcBest and ABF.
