March 23, 2021
Protecting employee health and welfare remains a top priority for many leaders. And while the benefits of this go far beyond business performance, it’s true that there’s also a strong financial case for building a culture of trust in the workplace, as we continue to go through very uncertain times together.
We explore this topic and how businesses can frame their future decisions around inclusivity and shared values as we all navigate new challenges.
Continue reading “We’re In this Together! Building A Culture of Trust for the ‘Next Normal’”
March 23, 2021
Company owners and business leaders know that customer experience (CX) matters, but building an effective strategy that works across multiple channels isn’t easy.
For one thing, the way digital platforms are evolving means that your channel-based approaches need to be constantly monitored and optimized. We’re also seeing completely new channels enter the mix, such as the increasingly popular Clubhouse a growing number of brands are already leveraging to communicate with new and existing audiences.
Continue reading “How to Build Holistic Customer Experiences”
March 13, 2021
Whether you’re building an entirely new brand or rebranding your organisation around different values and goals, defining what brand success actually looks like is important for tracking the intended outcomes and benefits of the process.
After all, building brands for purely superficial or abstract reasons isn’t beneficial or practical. We should build them to help us achieve better organisational alignment, a sense of identity (both internally and externally), and improve engagement among employees.
Continue reading “How to Define Brand Success for Your Business”
March 5, 2021
Many companies invest resources in raising the engagement of their employees, but despite their best efforts, are not able to see anything like the results they were hoping to achieve.
While the specific reasons for this can be just as varied and complex as the company itself, in some cases, a key reason for this is the lack of trust and accountability employers offer their employees when it comes to core business and operational tasks.
Continue reading “The Link between Employee Accountability and Engagement”
February 23, 2021
Many neglect to bring their personal feelings and emotions into the workplace. Often, organisations will adhere to more conservative assumptions about the role of emotion when it comes to dealing with colleagues, customers, clients and more, causing people to leave their personal opinions and experiences at the door.
In truth, emotion and genuine human experience is a powerful tool in building a strong and healthy organisation. Even in industries like insurance or finance where there is a heavy focus on the data and spreadsheets, bringing more of ourselves to work can improve the unity of a business and create greater appeal for customers and clients.
Continue reading “What Role Do Values Play in Bringing our Whole Self to Work?”
February 18, 2021
Poor and lengthy decision making wastes time and can lower productivity significantly. Many leaders already know this and are in the process of shifting their practices within their organizations. Other companies have more entrenched practices and hierarchies that can make a change in this area much harder.
Nevertheless, there are some key characteristics that lead to better and more efficient decision making and we explore what some of these are.
Continue reading “How Organisational Alignment Improves Decision Making in the Workplace”
February 12, 2021
Before you even start to think about customer experience innovation, you need to make sure you’re not suffering from the most common obstacles and challenges many organisations face when it comes to keeping customers happy.
Customer experience (CX) refers to the holistic ecosystem of the customer journey. It’s not just how happy people are after purchasing your products or using your services. Everything from your marketing content, online resources, payments gateway, and customer service activities play a role in CX. Customers are looking for a consistent customer experience irrespective of time, geography or channel.
Continue reading “Key Customer Experience Challenges and How to Overcome them”
February 5, 2021
With the many serious changes that have now taken place to the way we live and work due to the COVID-19 crisis, it’s natural for various employee concerns and anxieties to prevent employees from feeling fully motivated and totally integrated with their workplace and company.
At the same, many brands are striving to show the world they care about various global issues like healthcare, social justices and economic equality. However, some are overlooking the importance of maintaining integrity internally among their own people.
As people’s lives are twisted and turned in various directions, now is the best time to invest time, effort and money in ensuring your employees are looked after and cared for, within the context of the huge changes taking place in society.
Continue reading “Are Employee Concerns Impeding Engagement?”
January 25, 2021
Most organisations in the process of scaling their operations and considering the long-term future of their businesses understand that culture and values will play a key role in their success. This might be a factor which helps to explain the trend for the function traditionally always referred to as Human Resources (HR) being increasingly ‘rebranded’ as ‘People and Culture’.
However, the importance of the function is still often misunderstood or underplayed when it comes to the development and maintenance of organisational culture and alignment.
Organisational culture tends to emerge over time, driven by the intentional efforts of leadership, and HR or People and Culture plays a critical role in making sure that your new and existing employees are fully aware and how they can contribute.
Continue reading “How to Develop and Maintain Organisational Culture”
January 18, 2021
If you are in the customer service
sector, you’ll have realized already that things are very different today than
they were before the COVID-19 pandemic. Even if you haven’t suffered significant
losses to your sales, staying aware of and adapting your business model to the
constant behavioural changes around the world can be a stressful task.
The way people work, eat, buy
products, communicate, learn and even socialise has changed massively. It’s no
longer prudent to rely on the formulas and predictions that once supported your
original business model, while the world seems to be in flux as it reacts to
both government and societal changes affecting the way people behave.
Continue reading “Adapt Your Customer Strategy for Today”