How to Build Culture and Engage Employees Through COVID-19

VP, People Strategy & Analyticsernest.ng@salesforce.com

Ernest Ng, PhD

Free Up Energy for Self-Fulfillment

Needs to EMPOWER the Best: Innovation, Creativity, Professional Growth,

Giving Back, Equality, Wellbeing and Fun

Focus on Delivering on Psychological Needs

to Create MEANING: Engagement, Purpose, Belonging,

Goals, Feedback, Learning, Recognition

Efficiently Take Care of the Basic

Needs to Build TRUST: Employment, Equipment, Services, Safety,

Compensation, Benefits

Maslow’s Hierarchy of Needs

We Prioritize Our Focus Based on Psychological Principles

LOVE / BELONGING

SAFETY

PHYSIOLOGICAL NEEDS

SELF-ESTEEM

SELF-ACTUALIZATION

1

2

3

Employees Are Trusting Us to Go the Extra Mile

Employees who trust their employer are...

Investing in Employee Trust is a Business Imperative

more likely to advocate on behalf of their employer

more likely tostay loyal to their employer

more likely to be strongly engaged in their jobs and the customers they serve

Source: 2019 Edelman Trust Barometer Report

of people say that how a company treats its employees is

one of the best indicators of its level of

trustworthiness

Reduce employee anxiety and refine

support through a continuous cycle of

communications, surveys and program

alignment.

Create a sense of connectedness. Make relevant information readily available.

2X WEEKLY LOCAL LEADERS

(TUES, 9:30 am. PT // WED, 4:30 p.m. PT)

WEEKLY ALL HANDS CALLS

(Wed, 9:00 a.m. PT)

Plum Village Meditation App has been deployed to our mobile App Catalogue

30-Day Mindfulness Email Journey has launched to all employees (opt-in)

DAILY COVID-19 UPDATES

(Chatter // Email)

LOCAL SAFETY COMMUNICATIONS

(As Needed)

On-Demand Resources... Anytime, Anywhere

COVID-19 Response Center

A Single Source of Truth for Safety & Communication

Salesforce-on-Salesforce COVID-19 Employee Support

Concierge Help-Desk for On-Demand Answers

Salesforce Surveys for Strategic Decisions & ActionsMonthly & Daily Surveys for targeted response

6 TOPICS (~30 QUESTIONS)

General Concerns & Challenges

Job-related Challenges

Wellbeing & Support

Customer Challenges

Communications Challenges

Household Situations

3 TOPICS (5-10 QUESTIONS)

Event Content Feedback

Immediate Impact on Wellbeing

Suggestions

Transparency of Results Drive Realistic Expectations

Results around wellbeing, work and job changes, and return to the office are available to all employees

Dr. Uché Blackstock

Bringing in industry luminaries to support our employees and their families

B-Well Together: Daily Wellbeing Breaks

Arianna Huffington

Jack Kornfield

Tara Brach

Dr. David Agus

Dr. Kim Norman

Deepak Chopra

Larry Brilliant

Dr. Jane Goodall

New & Enhanced Benefits Aligned to Our Ohana’s Needs

….and more to come!

Preparing Salesforce for Reopening Planning, prioritizing, and processing factors to be ready and flexible around reopening offices

The Salesforce Reopening Formula

Safe Open

Expert Guidance

Workplace Requirements

Technology

Our Guidance Decision Matrix

Government Guidance

Review of local government restrictions and guidance.

Company Leader Input

Local leader assessment of business need to reopen.

Daily Cases Declining

Area case numbers declining through a two week period.

Health System Capacity

Patient demand no longer exceeds area hospitals’

capacity.

Transparency on the Decision Matrix Sets Expectations Employees are aware where their location stands and why decisions are being made

Employees Can Drill Into Their Location Building trust so employees know we are putting their health and safety, first.

CaseForecasting

Notes & Commentary

Building ManagementTrack overview of office readiness and

any status changes

Staggered ArrivalsDelivers office arrival pass to verified

employees, via mobile device

Team Shift SchedulingSchedule confirmed employees into shifts

with staggered arrival times

Daily Wellness Check-insManual contact tracing if needed

Health Tracking

Big Data Challenges in Returning to the Office

Efficient use of workspaces with lowered occupancy

● Assign specific teams to come in

● Manage split shifts to increase team use of the same spaces

Team Shift Management Is a New Challenge

Managing team shifts efficiently means we can bring the right groups together at the right time and pivot as required

Physical distancing drives down occupancy of workspaces

Business continuity even if someone tests positive on one team

● Flip over to other teams to come in

● Contact manage the positive case and the impacted contacts

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Survey Data Shows Our Employees Feel Supported

of employees say the content of the communication from Salesforce has been valuable.

of employees say frequency of communication from Salesforce is “just right.”

of employees feel confident that they have permission from their manager to prioritize their own wellbeing and/or family responsibilities.

Employee Feedback is the Best Measure of Sentiment

“I’m very grateful for the efforts that Salesforce leaders at all levels, from the C-suite down to my

direct manager, have made to ensure the wellbeing and safety of the entire Ohana.

“I feel so incredibly proud and grateful to be part of this company that takes such good care of its employees,

customers, community and the Earth.”

“...these talks are so incredibly helpful and informative, and [I’m] just so, so grateful to you guys for bringing us this every

day. #Gratitude #SalesforceOhana”

“I am daily reminded of one thing: Salesforce has my back. That’s an

amazing feeling. One that I will gratefully work hard to pay back in

kind. Thank you.”

“Thank you for bringing these rays of light to our days.”

“I’ve never been more thankful to work at Salesforce.”

Earnie Astro Einstein

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APPENDIX

Customer's

Customer

Candidate CRM

Employee Comms & Journeys

Employee Service & Support

Employee Service Front End

EmployeeApps

Collaboration via Quip

Employee Analytics

Employee Training & Certification

VolunteerForce on Philanthropy Cloud

Integration of HR and Business Data

Employee Communities

Employees

Salesforce Employee 360

Systems of RecordManage complexity, but aren’t built to be engaging.

Salesforce offers best-in-class employee experience.

System of Engagement