Tag: Building a Customer Experience

Building Company Culture

February 17, 2022

An organization’s culture is driven by its values and sense of purpose. It is the driving force behind everything you do. When organizational culture is done well, it can lead to far better performance, not just of employees, but improved relationships with customers, service users and partners as well.

One of the key mistakes organizations make is believing they have a good culture, purely because they say they do. How often have you applied for a job on the basis or belief that the organization’s values, purpose, and culture are a good fit for your own. Only to discover the company culture is superficial and goes no further than the welcome talk and training during the onboarding process.

Changing culture

Cultural change can be challenging, especially when systems and processes are deeply engrained. You would think that toxic culture would be easy to root out and remove from the workplace and customer interactions, but this isn’t always the case. Sometimes employees live up to certain parts of the organization’s culture, while holding negative or reductive attitudes towards other parts.

The desire for a cultural shift often comes from a realization that something in the organization isn’t working well. In our experience, time and time again, the situation is caused by a disconnect between the organization’s stated values, purpose and culture and the reality of what is actually happening within the business.

First steps

The first key step in building a strategy to manage long term and successful culture change, is having a sense of where the organization stands right now. This can be tricky, especially if the current systems and processes in place are causing toxic behaviours in the workplace. This could look like employees lying on feedback surveys for fear of repercussions, or customers being incentivised with deals or gifts to give feedback that paints a false picture of how well the business is doing.

In the very worst cases, cultures of fear scare employees into cheating and lying about the quotas they have to fill. This is why fear is seldom a good motivator of organizational culture. You’ll get told what you want to hear, but your finances will always show the truth of it in the end, and you’ll waste years not improving because of a lack of awareness to the damaging practises going on beneath the surface.

Anonymous reporting, feedback surveys and storytelling are great ways to get true and honest feedback about the current state of company culture.

Values

At its heart your company’s culture is a reflection of your values. All of our unique human behaviours and habits are informed by our values. If you value being of service to others, habits will form that see you being of service in functional and useful ways. If you value continuous learning, adaptability, or exploration, you are more likely to create a habitual way of being that helps you fulfil these values.

Passing on our values to others is not easy, that is why it is important to understand your organization’s values in a clear and easily communicable way. This will help you find people that already align in many ways with your culture. Forcing someone to adopt a culture that is foreign to them is doable but takes a lot of work. It is far easy to know where you stand and then find people that align with that purpose.

What next?

Once you know where you are, you can create a plan to take you to where you want to be. Whether that is to improve or overhaul organisational culture, elevate the ideals of the business, or create an environment that enables innovation and service to the customers and service users to flourish beyond merely making money.

Inclusion

People who don’t feel included are far less likely to work with the processes and guidelines. Make sure to include the people that work with and for you in the conversations on culture. Not only them, but your customers as well. People are far more likely to be emotionally invested in a product or service when they feel valued and heard by the leaders of the organization.

Having customers and employees shine an honest light on the realities of company culture can be a challenging experience. Without constant diligence and attention, you can find yourself to have drifted far from the course you originally set out. While this can feel confronting, it is important to be open and honest and trust that with the right adjustments you can realign your organisational culture to properly reflect your purpose and values.

SERVICEBRAND GLOBAL

If you are struggling with an aspect of company culture, SERVICEBRAND GLOBAL is well-positioned to help you identify your current culture, its strengths, and weaknesses. We take abstract and challenging topics out of the conceptual realm and apply them to real and dramatic effective within your organization. Get in touch today to see how SERVICEBRAND GLOBAL might help elevate your company culture, realign it, and develop new strategies to build your overall business health.

Why Measurement and Insight Matters

February 10, 2022

Measurement and insight can be defined as the effective and efficient use of data to inform the future development of the organization at all levels. The purpose of collecting this data, is to give the organization’s leaders the best possible picture of the impact being made by the organization.

To impact in this regard means to have a strong influence or effect on someone or something. Impact is often associated with measurement and reward in organizations, especially those following a golden rule. “What get measured, gets done.”

If you are not measuring the impact your organization is having, nor the impact of external factors acting on it, then, how can you possibly create a strategy to effectively navigate the complexities of the organizational world?

The Measurement Matrix

Creating a measurement strategy can sometimes feel overwhelming, planning a strategy for how you will measure the things that will create this strategy can also feel like extra and unnecessary work.

Don’t let the multitude of strategic measurement and insight tools put you off, it is far simpler to create a flexible measurement matrix that can change and shift as you do, while retaining the ability to measure the right data.

Correctly measuring all the data available about your organization will give you a good indication about whether you are currently where you want to be. We start the process by looking at the organizations primary objective. What is the overarching goal of the business?

Once you know the answer to this question you can hold it up next to the collected measurement data and see if you believe the numbers reflect your goal, if you are underperforming against it, or if you have knocked it out of the park.

Target setting

Once you know if your overall objective is being achieved or not, it is time to start setting smaller goals or targets to help you course correct or plot a course to greater future growth in the organisation.

These goals can be slightly abstract, but your main focus should be in setting goals that are evidencable and measurable. If for example, one of your business goals is to measure customer experience. You must design surveys and methods of interaction, that allow your customers to give honest and in-depth replies. It is not enough to do one Twitter poll and consider your measurement achieved.

Performance indicators

The next step in making the measurement matrix as valuable as possible, is identifying which Key Performance Indicators you will use to keep your organization on track. For example, in the service industry, keeping track of the number of rooms booked, or event tickets sold, versus the number of complaints. Comparing positive and negative aspects of business is a great way to track and measure performance.
When you set reducing the number of complaints as a KPI, you build a strategy that focuses on identifying customer issues and resolving them as a matter of priority so that they don’t continue to affect other customers’ experiences.

Metrics and Analysis

The next steps seem like the easiest, but often tend to be where organizations struggle, as they fail to connect the dots between all the data they have collected and what they should then do with it to improve their organization’s performance.

It is impossible to cover every single metric, but with more collection strategies, you have more building material at your disposal to create plans and frameworks to greatly improve what your business does.

How you choose to analyse the data, will also affect your strategic planning. You might have very different results between online surveys and in-store or on location ones. If you aggregate these insights together, no one gets the data they need to make well-informed decisions. So, it is important to organise your metrics in a way that lets you create tangible KPIs for specific areas of your business. A nuanced and targeted approach is required to maximise effective and efficient strategic development.

Insight

The last part of any effective measurement matrix is insight. You have decided what data you want to collect and have successfully gathered it. Now is the time to combine each area of the matrix to create a fluid measurement strategy that lets you track your process, adapt, and overcome challenges and sets markers for potential future growth and direction.

The strategy becomes a compass that points always towards your organizations key objective. When the matrix is well-designed, it becomes easy to gain insight and perspective on your organization. It will tell you when you aren’t on track and guide you back to your goal.

SERVICEBRAND GLOBAL

At SERVICEBRAND GLOBAL, we specialise in helping you plan your plan. We are strong supporters of measurement and insight as an aid to decision-making and accountability. It has never been cheaper or easier to collect data, and yet without strong leadership and understanding of the core objectives of the business, all of this information goes to waste in strategies that are too basic to accurately account for all the issues facing the organization. Let us help you get back on track.

Disruptive innovation

February 3, 2022

Disruptive innovation is a term first defined by Clayton M. Christensen in his book “The Innovator’s Dilemma”. Today his concept of ‘disruptive innovation’ is present in our everyday language about innovation. It is also applied to describe many situations relating to industry changes.

“If you defer investing your time and energy until you see that you need to, chances are it will already be too late.” Clayton Christensen

Understanding disruptive business

To explain his theory, Christensen uses a comparison of Netflix and Uber. A disruptive business is able to gain a foothold in a low-end market that has been ignored by established companies.
These disruptive organizations must in their own way create an entirely new market. One that turns non-customers in customers.

Despite these theories. Uber didn’t create a new market but sought customers who were already using taxi services. If it is true also that truly disruptive businesses start with a low-quality product that covers the mainstream market by improving quality, Uber does not fit this theory either.

” You’re not that disruptive. Stop lying to yourself!” Rameet Chawla

Christensen uses Netflix as a classic example of a disruptive business. The initial Netflix mail-in subscription service wasn’t attractive to Blockbuster’s mainstream customers who rented new releases ‘on-demand’. Netflix attracted only those who didn’t care about new releases, were early adopters of DVD players or shopped online.

They targeted segments of the population previously overlooked by competitors, delivering an inferior (but tailored) alternative, at a lower price. Eventually, Netflix moved upmarket by adding the things mainstream customers wanted. Then one day, there was no reason to use Blockbuster anymore. We agree that this is a great example of true disruption.

We think Christensen’s examples help to explain what disruption is and is not. However, we also believe that there could be a better example to use than Uber because it is a business which is platform-based (rather than linear) and, at one level, we believe that Uber has caused disruption.

Networks of Disruption

Once a platform has established a strong network around its core offering. It can easily tap into that network to unlock new customer groups and create new markets. Networks are extensible in a way that traditional supply chains are not. In fact, most platforms create new markets. They succeed not by building sustainable innovations but by introducing disruptive innovations. These are the things that build new networks, communities, and marketplaces.

This is what Uber has done.

We also challenge the technology obsessed view of disruption. It might be true that new technology uproots, and eventually replaces, an existing technology. Consider the way video streaming has replaced video rentals.

However, this description still misses the point because disruption is not driven just by technology. Instead, it is driven by customers. They are the ones behind the decisions to adopt or reject new technologies or new products and services.

Let’s look at Uber again. Customers valued the convenience and value of the Uber service. The driver community valued the flexibility of hours and service delivery model. Large companies should therefore focus on the changing needs of customers to respond more effectively to digital disruption.

“Those who disrupt their industries change consumer behaviour, alter economics, and transform lives.” Heather Simmons

Innovation is an important aspect in the conversation on disruption. But it is not always the case that newer technology makes for better business. This is why we prefer to take a broader view of the topic.

The Bigger Picture

We are rapidly facing an oncoming future of colliding megatrends. From rapid urbanisation, climate change, resource scarcity, and technological breakthroughs, to shifts in economic global power. All the while, navigating the currents of demographic and social change.

We know that these shifts are reshaping societies, economies, and behavioural norms across the world and redefining whole industries at a breath-taking pace.

We also know that technology is a game changer. But business leaders cannot be sure how they should be planning for what’s to come. The past is no longer a reasonable guide to the future. There is so much hype now, so many unknowns, and such a degree of volatility in every area.

Research shows that the ‘pace of change’ and related threats from business model disruption has become the top emerging risk for CEOs, with health care, insurance and industrials fearing its consequences the most.

“Most industries experience disruption not from the sudden impact of a single force, but rather from a collision of interacting forces, and often with multiple, related consequences.” Sean Murphy

The Future is Now

The notion of an organization with a fixed structure and supply chain offering a well-defined range of products or services in a stable market with a set of known competitors is disappearing fast. Now, and in the future, organizations should ‘create their next cutting-edge’ by embracing new technologies to develop potentially disruptive ideas, in and outside of their current industry.

Secondly, they should ‘fund their future bets’ by putting more time, money and energy into innovations that can test and turn new ideas into commercial realities faster.

Third, if organizations cannot build or fund the necessary skills and resources internally, they should find partners (including third parties and suppliers) to scale new ideas and provide access to technologies and specialized talent.

Finally, organizations should ‘disrupt from the inside’ by fostering an internal culture that views innovation as a benefit and establishing an ‘innovation lab’ or ‘digital factory’ to test new ideas. Successful companies like Google and Microsoft still spend billions of dollars trying to find new ways to avoid disruption by leaning into disruptive technologies, testing new ideas and learning how to remain close to the innovation frontier.

SERVICEBRAND

We also believe that we will increasingly see the development of collaborative ecosystems replacing the traditional organization concept. In this every changing world, why not see how the SERVICEBRAND approach can help you navigate, innovate and disrupt the competition!

Values-Driven Leadership

January 27, 2022

The most successful and profitable organisations are those that have and act on a strong set of core values. But having great organizational values won’t help if they aren’t embodied by everybody throughout the organization, including people in positions of management or leadership.

For a business to be successful, it is critically important that the employees are aligned, engaged, and have a good understanding of the organization’s core values and purpose. When this is achieved, each employee will feel an increased sense of connection to the organization, which will build confidence, commitment, and resilience, and empower them to be the best they can be at work.

Living your values at all levels

But ‘core values’ and ‘purpose’ aren’t just nice words to laminate and decorate the office walls with. Values are for living not laminating has become something and a signature phrase for us and the work we do. Values have to be lived in everything the organization does, employees need to see and more importantly feel that the people in charge truly embrace and live the company values and culture. In the same way, those at the top need to make sure their employees accurately reflect the culture and values expected of them.

Company culture is a two-way street. Your employees often represent the only point of contact with your customers or service users. If they don’t understand or aren’t committed to your values, how can they pass them on?

This process starts at the top, if the leadership team is not seen to be living and embodying the organization’s values, how can other, less senior, employees be expected to do so?

People in leadership positions cast long shadows, and these only grow in size the more senior that person becomes. This can be a great thing when you have someone who truly understands the organization’s values and is able to effectively communicate them to the employees they come into contact with.

But, when leadership behaviour is not values aligned, that shadow will cover everyone beneath it, blanketing them in learned behaviours that do not best represent the company, brand, or organization. When done right, values-driven leadership guides and sets the tone for the employees. These employees are also a valuable barometer of when strategies, decisions or behaviour are failing to reinforce the values in the customer or service user experience.

Self-reflection

One of the most challenging aspects of the journey toward successful values driven leadership, is the ability to practice clear and accurate self-reflection. When you stand for nothing, you fall for everything. But it can be tricky to successfully identify what it is you stand for; versus what it is you are willing to do for financial gain or security.

A deeper look inside is required, starting with what matters most to you, and moving towards the values that embody the things you care about. Take time to reflect on your decisions, and on the things that give you motivation and purpose. This will enable you to dial into yourself in a deeper and more meaningful way.

If you begin to struggle with self-reflection, ask for help. Encourage your peers, employees, and employers to give you some honest feedback about your performance at work, or your ability to communicate.

Be prepared, we are not always who we think we are in the eyes of others. It can be great to get positive feedback, but we can also feel demotivated when we learn people see us as something we don’t think we are.

Be open to the process and understand that while their opinions are valid and should be given space, they represent only a small amount of engagement with you in a specific role or situation. It is not about you as a whole person, but about the way you act in certain situations. There is opportunity for growth in all things, so try not to be too hard on yourself or to take things too personally. Reflect with honesty and compassion for yourself, identify and address your blind spots and you’ll become a better leader.

Our unique purpose

Only once we have a true understanding of our own values, can we see where we might be fit within an external organizational framework. Every one of us has unique gifts, abilities, and sense of purpose.

It can be soul crushing and demotivating to finally find an organization that espouses values we also believe in and a purpose we can align with, only to discover the values and purpose are paidl ip service to, succumbing to the desire for profit over everything else.

In the same way a good leader can tell if the employees truly reflect the values of the organisation, employees can tell when a leader is going through the motions. Leaders must apply business strategies to their own self development, by asking similar questions. When asking what sets our business apart from the competition, ask the same questions of yourself: “What sets me apart from others?”, “What unique skills and understanding do I contribute that can bring the organization’s values and purpose to life?”.

Open and honest communication

Once you have figured out what you value, and how you might apply it to the best effect, you then need the final piece of the values-driven leadership puzzle: effectively communicating that vision to others.

Some people do an excellent job at living values, but struggle to explain why, in the same way others do a good job talking about values, but don’t embody them in a real or meaningful way. In business strategy planning, we understand the importance of communicating the brand message to as wide an audience as possible to gain a better market share (Mind share). Yet we don’t spend nearly as much time ensuring that we, as leaders, are able to effectively communicate to people at all levels. To paraphrase Einstein, ‘if you can’t explain it to a child, you don’t understand it.’

SERVICEBRAND GLOBAL

Here at SERVICEBRAND GLOBAL, we help progressive leaders to bring their organization’s values and purpose to life in the workplace. The award winning 31Practices approach helps you to bring values to life at an organizational or self-development level. This can be combined with the unique SERVICEBRAND approach helping to cultivate and embed values driven leadership and alignment throughout organizations. We are here to support your development, to help you have the difficult conversations and become the best leader you can be.

Keeping up with changes in the CX world

January 20, 2022

The impact of COVID-19 has had a dramatic effect on the lives of people across the world. Not just in terms of the death toll, but also in the way that some people’s livelihoods have been shaken to the ground. The pandemic has also had a dramatic effect on customer experience and organizations have been forced to reconsider what customer care means.

During times of great fear and crisis, our emotions are heightened, as are our desires and expectations. A rude telephone call, a lack of support on a customer care call, items failing to be delivered, while irksome, pre pandemic would not have been the end of the world.

Fast forward to a time when we couldn’t leave the house, or access services without risk of serious infection, and how we get things delivered and dealt with became of critical importance. The organizations that successfully navigated the first waves of the pandemic did so by placing attention on their customers and services users in an empathic and concerned way. Going above and beyond to show they care and understand the difficulties presented by the situation.

Permanent shift

Although mass vaccination has helped dramatically reduce the numbers of people dying or requiring hospitalization , it looks like COVID-19 is here to stay, in one form or another. After two years of a global pandemic, organizations must realize the importance of becoming more adaptable in the face of a crisis, and the consequence of not doing this is potentially terminal.

A crisis like this clearly presents a challenge and when the pressure is on true values shine through. Better.com did not focus much on communicating its culture and values to the outside world but this was placed in a harsh spotlight when CEO Vishal Garg fired 900employees on zoom and the story went viral leading to a mass exodus of talent from the company including Mr Garg stepping down from his position ‘temporarily’.

Layoffs happen in the world of business, but how you handle them says so much about your individual leadership style and your organisation as a whole. The same is true of the way you treat your customers. In times of crisis or panic, your customers’ interactions with you will be emotionally heightened and much more long lasting than in time of safety and security. This means customer loyalty and trust will never be more fragile than it is during a crisis, and how you handle it can make or break the relationship.

Connection, empathy, and care

Building connections with customers and service users is of vital importance to any organization. Without meaningful connections, customer retention will fall, as they go in search of that ‘little something extra’, that sense of feeling more than just being another cog in a money-making machine.

Customers desire, and are almost desperate for, connection. To not reach back to them is a huge waste of relationship building potential. So how do you build and maintain these connections?

One answer is to share your organization’s experience in an open and honest way. Throughout each wave of the pandemic, the organizations speaking honestly are the ones that have continued to have the support of their customers. And speaking honestly includes admitting it when you don’t know or apologising when something has not gone as well as it should.

After two years, some organizations are just catching up to this idea, while others, at the forefront of best customer experience practice, have created strategies to adapt to changes at a moments notice. These strategies bring the customer on the journey, make them feel involved, supported, cared for, and understood. This level of adaptability and effort reinforces customer loyalty by connecting to the idea of trying our best.

When we are panicked, we struggle if we look around and see the people, we rely on panicking too. It is time for organizations to step up to their social responsibilities, to commit to caring for their customers’ needs over the desire to make a quick profit.

CX evolved

Customer experience has always been tricky to get right, there are many factors motivating a customer to shop, spend or become a service user of an organization. It is even more of a challenge now, as organizations have been forced to deliver on the customer’s terms .

Because of this, e-commerce sales have risen dramatically around the world, first as a result of the pandemic, and then as continued uncertainty abounds around how long we will have to live with COVID-19.

If your organization depends on quality and well-trained staff to interact with your customers, switching to a digitally led experience can be very challenging. What communicates well in person, doesn’t always translate well into online engagement.

In order to keep up, your customer experience strategy has to evolve, to provide more digital options for interaction with ever more homebound customers. Connecting with 3rd party businesses to make delivery an option for your products too, is a great way to maintain market share while you put your own delivery services together.

SERVICEBRAND

If you are struggling to keep up with the pace of change and need help building a customer experience strategy to help improve customers loyalty, trust, and retention, SERVICEBRAND Global can help. Care, empathy and understanding of customer needs are often the first things to go out of the window during a crisis, but there are ways to cut costs and streamline operations without damaging customer experience and customer relationships. Let us help you navigate these uncertain times with adaptable, specific, and tailored strategies for your organization!

The Big Reframe

January 6, 2022

Thinking about New Year resolutions

Several people have been very kind about this year’s wall calendar. Specifically, comments have been about how beautiful the photographs are (in particular how uplifting January’s photo is to start the year), appreciation of the values related lyrics for each month, the practicality of the calendar as a useful ‘tool’, how pleased people were to receive a surprise gift, and curiosity about the ValuesJam card game (did you see what I did there? 😉).

At the same time, because it is the beginning of the year, there is a lot of commentary and advice being posted on social media about New Year resolutions and goals/targets for the year. A conversation with ValuesJam co-founder Lisa Birtles caused me to reflect on the 2022 calendar ‘project’ in the context of how we approach ambitions for the year ahead.

By way of background, twelve years ago I decided to produce a wall calendar to send to people I had been involved with during the past year or even in previous years (clients, service partners, collaborators, family, neighbours etc) as a small token of appreciation. I enjoy photography so the concept was simple: select twelve photographs taken in the previous year (usually!) to create a practical gift with a personal touch. Then after a couple of years, a values-related quote for each month was added.

Disruption

COVID-19 had already made the 2021 calendar more of a challenge because of fewer international trips and this was even more pronounced during 2021 (ie the 2022 calendar content). Nevertheless, I was able to select twelve photographs that I was pleased enough with and reckoned that people would understand the situation. Everything was sent to the design and print company, the proof was approved and an expected delivery date was agreed for early December.

The day before the delivery, I emailed the company to find out what time of the day to expect delivery and, because the photos had been uploaded onto my laptop, deleted the photos from my camera. The next day, an email reply arrived from the design and print company stating that there seemed to be an issue with the resolution of most of the photographs provided. When I checked the files on the laptop they were about 10% of the resolution they were supposed to be… and I no longer had the photos on the camera in case the problem had been caused when they were transferred.

Did I panic? Was I upset? Was I frustrated? Yes. Yes. Yes. But this did not last long because I realised what was done was done. Even if the photos on the camera were of the right resolution, they no longer existed so this was irrelevant. Not for one moment did I consider any possibility that there would be no calendar. I was intent that people would still be opening their 2022 calendars and be able to enjoy them during the year. Instead, the focus was firmly on how to produce and send the calendars in the new circumstances. The question was “In the absence of a selection of photos from 2021, what are the options?” The first answer was “A selection of photos from previous years” and the idea of a ‘back catalogue’ concept developed.

Serendipitously, the first calendar was produced in 2011 (photos from 2010) so this meant that there could be one photo from each year 2010-2020 and an additional photo from 2021. Also, there was a ‘fit’ with ValuesJam and the music connection. The concept of the 2022 ‘back catalogue’ calendar was borne and it took a week to approve the new design, for production and delivery. Dispatch was a little later than normal, but most calendars have arrived in time for the beginning of the New Year.

In addition, an unforeseen benefit was that it was really enjoyable looking back over photos from previous years which were a reminder of some great places visited and associated memories – it was an even more enriching ‘process’ than usual. And finally, it was much easier to deal with this year than if the same issue had happened in other years with more photos from a variety of international locations.

So what?

So what has this to do with New Year’s resolutions? My take-aways from the 2022 calendar experience are all about the mindset and perspective you choose to adopt to what you are aiming to achieve as follows:
1) Goals (actions to achieve a positive impact) are generally more motivating than resolutions (giving something up).
2) Understand that the impact you are seeking to achieve is the ultimate aim and more important than the goal itself.
3) Be committed to delivering the desired impact. As Yoda says: “Do or do not, there is no try”.
4) Be flexible eg the goal can be adapted to deliver the desired impact if circumstances change.
5) Sh*t happens – get over yourself and move on.
6) RoE (Return on energy) focus
a) invest in what needs to be done rather than waste energy on what can’t be changed.
b) remind yourself of what you have invested so far, which will be wasted if you do not complete your goal, or a variation of it.
7) Be kind to yourself – you can only do what you can do with what you have got (thanks to Padideh Tosti for this gem).
8) Hold yourself to account – be creative, resourceful, and persistent (rather than give up).
9) Consciously consider your values to make choices and decisions easier.
10) Keep track of your ‘performance’, recognise successes and take action to correct shortcomings.

Employee Engagement is a two-sided coin

January 6, 2022

In an increasingly technology dependent world, it is sometimes easy to overlook the fact that people (employees) are often the first point of contact your customers or services users have with your organization. When they are motivated and equipped to do the job, employees can be valuable ambassadors for your brand, but, at the same time, if their needs are ignored, they can become despondent and unmotivated, not performing at their best and having a potentially damaging impact; both of these outcomes have a critical effect on your organization’s image, and overall performance (including financial performance).

When you are able to establish a sense of shared values, engaged employees become the best asset you have for representing your organization and what it stands for to others and, in turn, this will create sustained performance over time.

The flipside of employee engagement

When done well, employee engagement will become a powerful tool. But when it is not managed well, it can cause serious challenges with an employee’s ability to cope and manage their workload and stressors. Burnout occurs when people reach a point of consistent mental or physical exhaustion; most commonly brought on by periods of prolonged stress.

How you implement your employee engagement strategy will play a key role for employees in determining the health of the relationship they have with the work they do. Engagement and motivation are achieved through connecting to an employee’s sense of worth and purpose. But this is a starting point rather than a silver bullet. Constant care and attention are needed in understanding the demands of day-to-day work and how different people respond in different ways. Stress associated with achieving results can have a positive impact on one person and the opposite on another. Managing the differences at a human level might be the single most important aspect of employee engagement and leadership.

Motivational balance

Having employees driven by purpose, aligned with your organization’s values will add consistent and positive value to your business. But purpose driven work can also create huge pressure where employees might not be able to switch off from their work, creating potentially destructive stress cycles. By way of example, consider some people who work in the health care sector. They are highly committed to providing the best level of care and service possible but sometimes this is at a cost to their personal wellbeing.

It is an employer’s responsibility to keep track of their employees’ wellbeing, to ensure that their engagement doesn’t come at the cost of their health. And sometimes employers might be tempted to take advantage of high levels of commitment. Do you know people who have worked when they are sick, not taken holiday they are entitled too, or worked on their days off? These examples should not be taken as examples of employee engagement because they are instead examples of abuse of employee engagement.

Sustainable practice

Correctly motivating and engaging employees is a complex process. In a world where stress can feel like a normal state of being, the sense of burnout that can occur from being in a constant state of anxiety, will more often than not have a negative impact.

The best employee engagement practices are those that focus on sustained commitment and performance over the long term rather than short term performance and financial results.

Responsible engagement

Responsible engagement begins with the employer correctly identifying the values and purpose of the organization, before communicating that to the employees. But it is not enough to tell the employees what they should value. It needs to be lived in the way everybody in the organization behaves when things are going well, and especially when things aren’t going well.

The key point is that motivation and engagement are not necessarily wholly positive elements in themselves. They need to be correctly managed and understood, so that employees have the time to give their best, to learn, grow and develop, and to feel a sense of fulfilment.

SERVICEBRAND

At SERVICEBRAND GLOBAL, our mission is to help organizations create effective employee engagement strategies, that don’t place profit over people. That help you find the natural grooves in your values and purpose to create excellent customer experiences for your customers and service users, while teaching your employees how to recognise their worth personally and as part of a larger organization.

Customer Service and Effective CX Strategies

December 30, 2021

Customer Experience on Modern Style Illustation. with Orange Arrow and Hand Drawn Icons Around. Customer Experience – Business Concept. Inscription on Brick Wall with Doodle Icons Around. 3D.

Customer service is one of those areas that seems to be written and talked about by experts and put forward as the key to business success. And yet how often do we experience outstanding customer service? Rarely. Outsourcing of customer service functions, poor understanding of the importance of quality service and limited ways to effectively resolve issues all play a part in making customers feel at best frustrated and at worst, invisible with no voice once an organization has taken their money.

This approach to customer service takes its toll because if customers aren’t having a good experience, they are more likely to try out a competing brand or service. It is good to remember that your competitor is only one mouse click away.

CX reimagined

Imagine a world where customer service is the key strategy… in practice; where customer service delivery shapes all decisions and choices by everybody in the organization; where the best measurement and insight tools create tailormade user profiles for each customer, specifically designed to give everyone the best possible experience and interaction with the organization; where the business leaders are obsessed with creating and improving purposeful interactions, that keep the customers feeling valued, in a sustainable but ever evolving way.

What is it and why should I care?

A customer experience (CX) strategy is a plan that focuses on a value-based holistic approach to customer service and interaction. One that places less important on making customers buy the product or service, and more on how they feel while they do it.

This is by no means an easy task. It requires a detailed understanding of not only the purpose of your organization, but a willingness to view customers through the lens of their values and emotions, rather than just their wallets.

Most important is a thorough understanding of the customers’ journey. Here are some questions to consider:

• How do customers find you?
• How are you making your products/services available to customers?
• What are your customers’ motivators e.g. necessity to buy, lack of alternatives, best value, ease of purchase/delivery/use, values alignment, loyalty to your brand or organization?
• If they are loyal, do you understand why?

Consider the simple matter of how easy it is for customers to make contact across a range of channels. If it is difficult and/or complicated to get information or to make a complaint, customers might become disengaged from your organization, and far more likely to change their brand allegiance.

Where do I start?

The world of marketing and advertising has evolved. Previously, the product or service was created and then ‘sold’ to the customer, not just on a rational (often financial) basis but emotively as well. But as the markets have become flooded with competing brands, creating positive differentiation has become more of a challenge.

The key to starting a good CX plan is to consider the customer experience, before the product, and work your way backwards. What do people value and what are they missing? How will they feel if they can get what they consider to be lacking or be connected to an organization that shares their values.

Start there and work your way back to the product/service you offer and then the processes necessary to create and implement it. When you not only meet, but exceed a customer’s expectations, they are far more likely to be repeat customers, and not only that, but are also more likely to become brand ambassadors, offering ever-valuable free word of mouth recommendation. Today, your organizational stakeholders are the new marketing department.

Listen to the people you want to serve

One of the common errors in effective CX strategy development, is a failure to effectively measure, understand and then implement changes on customer feedback. Profit is not a great indicator of customer service. When given competing options, customers have no reason beyond you having met a basic required need or service, to not jump ship when treated even fractionally better by another brand.

Creating multi-channel lines of engagement is a great way to not only gain vital feedback but to also give customers a freedom of choice in how they interact with you. Some may prefer social media, others email, and still others to speak to a human being on the phone. But the key to this is having as many ways as possible for customers to feedback about their experiences, if you can’t effectively measure their experiences, then how can you hope to improve their experience?

When you have taken the time and trouble to collect data, make sure that it is analysed and used to make decisions. If this doesn’t happen, what was the point in collecting the data in the first place?

Effective resolution

If you are looking to improve customer service, don’t wait until there is a problem to be fixed. Take a proactive approach, for example having a live chat assistant on your website to help deal with any queries about your organization before they become complaints. Or by having a dedicated customer support line for customers to voice their concerns before making a purchase. Two key points to remember with problem resolution: first, do everything possible to resolve an issue at the first point of contact; secondly, always view the problem from the customer’s perspective (and understand that this can vary from one customer to another).

SERVICEBRAND

At SERVICEBRAND GLOBAL our goal is to help you create the most effect CX strategy, regardless of your organization’s size. We can help you understand the limitation of your current strategies, and help you create and implement strategies that offer the best customer engagement possible, through measurement, insight, and optimization. When coupled with an ability to continuously learn and adapt to your customer feedback, your CX strategy will begin to take on a life of its own, one that will always be aimed at creating even better customer experiences.

Learning in the Values Economy

December 23, 2021

The world is changed, and the way we live and work is changing with it. The time when a fixed set of skills could guarantee consistent employment is almost over. The new skills currency is in our ability to learn and adapt to a constantly shifting and an ever-evolving working environment.

When things can change at a moments notice, those people that are the most adaptive and actively engaged learners are most likely to not only retain their employment but thrive in the kind of environment that puts positive pressure on their abilities and challenges their growth.

But this is not just limited to technical or specialist knowledge, how well a person can understand a company’s values and purpose, and then align with them, while maintaining their own fresh and unique perspective, will also serve as a determining factor for how well they fit in at that organisation.

Learning to learn

Career patterns are diversifying rapidly, as long-term positions are replaced by automation or refusal to pay a living wage. As a result our career paths take a much more winding route to financial security.

Resultant of these rapid changes, people are having to adapt, become more fluid and learn to quickly develop themselves in any direction needed to ensure their security and stability in the workplace.

But again, this is not just about our ability to take in facts, learn functional skills or change to suit any organisation that will hire us. It is about recognising our own inherent abilities and values, so that we may more quickly match ourselves in the direction of growth we naturally seek.

The majority of us have worked a job at some point in our life that we did not like. Outwardly, often no one could tell, but it didn’t leave us feeling valued or fulfilled. When learning to learn, it is important to place your values at the heart of the conversation with yourself, if you don’t, you’ll instead have to stay in a position that forces you to put your own development and growth on the back burner, it is likely your career will stagnant, and you’ll become stuck in that job, or on that economic pathway.

Finding Values role models

Cognitive diversity is important in any organisation, it is what keeps the business fresh and up to date with the culture of the society it rests in. If we want to improve our ability to work with others, we need to look at what the people who share our values or sense of purpose are doing and see what we like and what we feel we could innovate on. It is these collective collaborations that serve to solve any problem facing the organisation, as employees are no longer set to one task, but are challenged to contribute to all aspects of the business, its mission and purpose.

If you are an employee, seek out the people you perceive as successful, and don’t ask them to draw you a map of what they did to get there, but ask them what values they embody and identify with. This will give you a much better blueprint for individual success.

If you are an employer, understand your values and purpose, but create a diverse team of learners that can offer new ideas and perspectives on that purpose. If you don’t champion cognitive diversity, you are preparing yourself to run around in circles always wondering why you organisation isn’t performing at its best and having no one brave enough to tell you the truth.

Challenging purpose

Innovation comes at the boundary of stress and struggle, the more we are pressed, the greater our reaction to alleviate that stress, or find ways of doing things that create less of a struggle. When approaching the values economy, it can be easy to think of alignment as agreement, but this is not always the case.

There is a big difference between disagreement and refinement of values. Employees should serve as whet stones with which to hone and sharpen the quality of the organisation, not destroying existing purpose and values, but challenging them to ensure that they are truly lived, and not just words that pay lip service to a marketing campaign.

When you are able to find people who are active learners, capable of challenging the status quo in healthy and productive ways, it can only have a positive result on organisational identity, longevity and profitably.

SERVICEBRAND

At SERVICEBRAND we can help you identify and implement strategies to find people that have an infinite capacity for learning, people who already have a passion for service and authentic values driven behaviour. Moderated by their own sense of purpose and values that will contribute positively to your organisation in a learn it all way, rather than stagnating with a know-it-all mentality.

Building Better Employee Engagement

December 16, 2021

A recent Mckinsey report highlights why it has never been more important to know how to positively engage employees. When done successfully, enormous previously untapped connection and potential can be uncovered, which leads to greater efficiency, increased motivation and output, alignment and integration across the entire workforce and far better customer satisfaction at the point of use or sale.

The internet and blogosphere is filled to the brim with lists and articles on improving employee engagement or removing the barriers that prevent good engagement in the first place. These are important because of how much of an impact engaged employees have on productivity, profitability, and retention figures.

Missed opportunities

The most critical of opportunities are sometimes missed because organizations fail to take engagement seriously, often having no desire to enhance the employee experience above government mandated baselines.

Employee engagement comes from the employee’s entire experience within the organization, lip services campaigns, a voucher or party once a year, or a prayer room that gets used as a stock room too, do not make for happy and productive employees.

If your organization is spending time trying to copy and apply generic fixes from a list, they are unlikely to deliver positive results. Nice one-off initiatives and job perks are not substitutes for a healthy and purposeful working environment and experience.

Employee Perspective

When starting on the engagement journey, it is important to first find out where your employees are underserved. This can require a lot of patience, an open mind, and an understanding attitude. It is not giving your employees everything their hearts desire; you still have an organization to run! It is about not wasting time or resources on benefits that employees haven’t asked for, that might feel condescending or belittling.

Put yourself in your employees’ shoes when you talk to them about how the organization could better serve them. Be respectful and show that you are open to connection, collaboration and including everyone in the journey. Employees that feel heard are twice as likely to engage with the organization in a positive way. It is those positive connections that keep the business cycle healthy, productive, and profitable.

Organizational Values

Just as important as knowing where employees stand, is for them to know where you stand. Having clear and communicable values is pivotal in driving engagement with your colleagues. When people are clear about where you stand, it is a lot easy for them to stand with you. When their values align with those of the business, deeper more purposeful work is undertaken, that creates a much more positive and strong organizational culture.

This kind of alignment is fantastic for your service users, customers, and clients as well. When employees are engaged and aligned with the values of the business, they exude those values to the customers. In turn, this builds your brand image in a positive way in the minds and hearts of your target demographic. When customers feel that employees are happy and engaged in their organizations, they feel happy too, and this builds trust and life-long brand loyalty.

Breaking down barriers

In order to fully understand engagement, it is wise to consider your own attitude. You could be inadvertently creating more barriers, by making assumptions about the people that work for you.

We believe that the vast majority of people are honest and hard-working., When given a clear mission and set of desired outcomes, they will get on with the job to the best of their ability if they feel valued and have something meaningful to work towards. If you think your employees are lazy, or only there for a paycheck, what does this say about you? Blaming employees for being poorly engaged is like blaming a car for running out of fuel when you didn’t give it any gas. Lack of teamwork, poor relationships with managers and a lack of opportunity for development and grow are all key areas that can act as barriers to effective employee engagement.

A shift in mind set is needed, from “what can I do to force these people to be productive for me or my organization?”, to “what systems and processes can I put in place to attract and engage the kind of people who are naturally going to do an amazing job?”

SERVICEBRAND

The SERVICEBRAND approach can help you achieve this shift in mindset, by helping you understand your current organizational culture, identify what barriers to employee engagement might exist, and help you to remove them. Our service can help get you on the right track, so that your employees feel heard, valued, and appreciated, which in turn can only increase your productivity, positive brand image and profitability.