5 Things That Produce Customer Loyalty

Every business understands the importance of attracting new customers. You can reach new demographics, grow your business, and see success when you have a marketing plan that attracts people to your goods or services. 

But, there are a few problems with only marketing to new target audiences. Eventually, those audiences will run out or start to dwindle. You’ll run out of people to attract to your business on your own. Furthermore, small businesses don’t typically have the budgets or resources to compete with big businesses when it comes to attracting new customers. 

So, what’s the answer for a business looking to grow and find success? It’s about focusing more on customer loyalty and their experience as well as building onto your business’ foundation, rather than constantly chasing target markets. 

The best businesses know how to treat their customers well and give them the things they want, so they’ll not only keep coming back, but they’ll tell others about the business. There is no better form of advertising than word-of-mouth, and the best way to achieve that is to create a following of happy, loyal customers. 

1. Make it More Than Marketing

A solid marketing plan is important for the growth of any business. Your marketing plan should have achievable goals you can reach quickly, as well as long-term goals. But when you’re trying to appeal to people and promote your brand, it’s about catering to their psychological triggers. 

What does that mean? Instead of creating a marketing plan solely focused on a new product, service, or deal, determine what the people who already love your business really want. Treat your current customers like royalty. Provide them with superior customer support and dedication. It’s easy to create a marketing plan when you’re trying to attract someone new. But, when you’re developing new ideas, don’t ignore the people who have stood by your business for a long time. By including them in your marketing budget, you’ll ensure that they keep coming back to you. 

2. Cover Your Bases

No business is perfect, but the ones who come close tend to cover their bases in every way so they always appear trustworthy and reliable to their customers.

You’ve probably heard about some data breaches and hacks in various companies over the last few years. Hackers are looking for everything from personal information like social security numbers to financial information like credit cards. When they get that kind of info, they can steal identities, spend money, and learn just about everything there is to know about your customers. While bigger companies can sometimes get away with this kind of hit, not every business is so lucky. 

Protecting your customers is crucial, which is why it’s a good idea to have proper storage solutions in place for records and data. Implementing a business record retention program is a great way to have your customers’ important information at your fingertips. A record retention program can keep track of business records, financial records, insurance records, copyrights, and more. It will also help you to determine how long you should hold on to certain documents and when it’s okay to get rid of them via shredding. 

Covering your bases as a business also means preparing for any possible scenario when you’re ready to launch a new product, service, or campaign. No solid company wants to think about all of the things that could potentially go wrong, but the ones that do are prepared and take less of a blow if one ever occurs. Some companies create user experience scenarios when launching a new product, deal, service, etc. This helps them to see what could potentially go wrong, what they could do better, and how people might respond. As a result, they can go back to the drawing board if needed and make sure their loyal customers will be pleased when the final product or idea is eventually rolled out. 

They’ll also be prepared for any potential problems. For example, take a look at Gap. Back in 2008, the clothing company launched a new logo in an effort to be more modern. The logo instantly received an overwhelming amount of backlash, and it only took the company two days to return to its original imagery. 

Of course, it’s important to protect yourself from a legal standpoint, too. Strong companies fully understand the legalities behind the promises they make and the things they offer their customers. It’s important to have a working knowledge of legal terminology and how to understand contracts when you’re in the business world. It will keep you from getting burned, and ensure the promises you make your customers are always kept. 

3. Offer Rewards

Everyone likes to be rewarded. Attracting new customers and audiences with special incentives and deals is great, but don’t forget about your loyal customer base. Creating a customer loyalty program is a great way to get people coming back. 

For some small businesses, a loyalty program can be something as simple as a punch card — buy five coffees and get your sixth one free! After all, customers are 82.4% more likely to shop at a store that has some type of loyalty system in place. 

If you want to go bigger, you can create a “points” system to reward loyal customers. Popular retailers like Old Navy, American Eagle, and Carters have reward point programs. The more customers spend, the more points they receive that can later be turned into discounts or money to spend at the store. This allows your business to keep adding revenue and tips your hat to those who are consistently spending with you. 

4. Take Feedback Seriously

Customers want to feel as though they have a relationship with the businesses they frequent. So, take their feedback seriously, whether it’s positive or negative. Even small businesses will benefit from some kind of customer support team. When a customer feels ignored or that their comments are falling on deaf ears, it never sits well. Even acknowledging what they have to say will make a difference in their overall experience. 

There are tools you can use to stay within your budget and still handle customer feedback with professionalism. There are a variety of resources that are great for offering customer service on virtually every channel possible. 

Getting caught up in the excitement of attracting new people to your business can be fun, but it isn’t a sustainable business plan that will allow you success and growth. Keep your current customer base in mind when it comes to everything you do. The loyalty you show back to them will end up rewarding your business in the long run. 

 

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How to Fast Forward your Employee’s Career

Your employees’ professional growth doesn’t happen overnight. Developing people’s skills needs investment of thought, time and love in order to create meaningful change. Ideally a manager becomes a mentor. They provide guidance and coaching to evolve employee skill-sets, knowledge and confidence. With managers acting as the catalyst for progression, we’ve pinpointed five ways to effectively advance your employee’s career path.

Align your business goals

When you’re working closely with your employees, don’t forget to feed back the “bigger picture” to them. You can coach people in leadership qualities all day long but it’s pointless if you’re not communicating why. Employees motivation to excel can diminish if they don’t feel valued or believe they can create an impact for the company. Realistically, how empowered would your employees feel if they’re given the freedom to make smart, informed decisions however they still need to run their ideas by you before making moves? Communicate the objectives and company goals before anything else, and provide freedom for them to actually reach these.

Create a career development plan

Having conversations around career progressions is the first step in gauging employee development, but it’s important to follow up with implementing achievable objectives. This encourages employees to formulate their goals so they can actively execute them. Create a space where you can collaborate openly on short-term and long-term career goals and most importantly how these can be achieved. If you’re not sure where role progression can evolve, check out Search Party’s Career Path Tool to see all possible options.

Articulate expectations

Objectives and Key Results (OKR) is a popular technique to setting and communicating goals and results in organisations. The main purpose for OKRs is to connect the company, team and individual’s personal objectives to measurable results, ensuring everyone is moving in the right direction. The structure is fairly straightforward.

  • Define 3-5 key objectives on company, team or personal levels. These must be qualitative, ambitious and time bound.
  • Under each objective, define 3-4 measurable results based on growth performance, revenue or engagement.

When OKRs are a place and remain transparent across all teams, employees have complete clarity of knowing what’s expected of them and have something to work towards. Defining these can take into account career progressions or onboarding new responsibilities or projects and when you’re able to measure you’re also able to mentor. No wonder OKR’s are loved by tech giants like Google, Twitter, and Oracle. It’s a proven process that genuinely works.

Actively identify new opportunities within the organisation

When employees begin to seek new experiences or want to build their portfolio of skill-sets, 9 times out of 10 they’ll leave their current organisation rather than take on a new role in a different area within their current company. And it’s no surprise that losing talent and re-training new starters is timely and costly for managers. However this behaviour can be avoided if there is real encouragement and facilitation of internal transfers. Speak with the individual about what skills they would like to gain or areas they wish to excel in and then identify all possible new opportunities and paths they can explore within the organisation. Mentors are those who can look beyond their own areas or personal needs for growth opportunities, even if it means they’re losing a great asset.

Encourage developmental assignments

Developmental assignments come from the opportunity to initiate something new that an employee takes the majority of the reigns with. Internal projects, new product lines or championing a change such as adopting new technology or a restructure in workflows are all great ways to allow employees to step outside of their comfort zones. These kind of initiatives are the gateway into harbouring new skill-sets and embracing areas not usual to their daily tasks. Enabling employees to lead or manage side projects or totally new initiatives are the stepping stones into project management fields and opens a huge number of doors into other leadership roles.

Although most CEOs understand the importance of employee development, the sad truth is that they don’t devote the necessary time into excelling them into greater things. But the proof really is in the pudding. The more effort you put into developing employees, the higher the employee retention, productivity, engagement, turnover…the list goes on!

If you’re unsure as to where career progression can take you or your employees, Search Party have developed a nifty Career Path Tool. Simply type in your current role, and see how careers of people who’ve been in your shoes developed. Or, type in your dream job and see which paths can take you there. Check it out and let us know what you think!


Originally published by Search Party on 29 August 2016.

Considerations Before You Increase Employee Monitoring

There are all sorts of workplaces out there. Some require clocking in and out so that management can ensure every employee is logging a certain amount of hours each week. On the other end of the spectrum is the type of company that doesn’t invest in any employee tracking at all, other than for security purposes. Their staff can come and go as they please, create their own schedules, and even work from home. 

However, even seemingly lax companies may monitor employee email or software use. When it comes to employee tracking, ethical and legal issues pop up, along with issues surrounding company culture. Understanding how and why companies track employees is the first step toward deciding what’s right for your business.

Types of Employee Tracking

There are numerous ways for a company to keep an eye on what employees are doing. From direct observation in the office to secretly logging every keystroke an employee makes on their computer, some types of monitoring are helpful, while others can feel invasive:

  • Direct monitoring: If a manager wants to directly monitor what’s happening, they may put workspaces in a central, open area. Using hardware that logs keystrokes is another type of direct monitoring.
  • Email monitoring: Email monitoring ensures that everything being sent from a company email address is in-line with the company’s values. It will also clear out spam before it reaches an inbox, which helps the employee do their job more efficiently.
  • GPS monitoring: Depending on the type of job an employee performs, GPS monitoring may or may not be worthwhile. For example, it’s best when used for the employee’s safety and to prevent accidents, like in the fleet industry. GPS tech can monitor how often a driver hard brakes or speeds, and an in-vehicle buzzer can alert the driver to risky driving so they can improve.
  • Network monitoring: In order to keep the company’s network secure and free of viruses, it’s necessary to monitor it. Network monitoring includes tracking the content that’s sent over the network and monitoring who is accessing files.
  • Software monitoring: For companies with dispersed teams or remote workers, software monitoring allows managers to keep an eye on what’s happening even when they’re not in the same physical location as employees. Software monitoring logs information like changes to files, conversations, and screenshots. 

Regardless of which types of monitoring you decide are right for your business, you have to let employees know how they’re being monitored. You should also have employees sign to acknowledge that they understand how and why they’re being monitored. If your monitoring strategies change, you should update employees right away, preferably before the changes are put in place.

Ethics and Legalities of Employee Tracking

If you don’t approach employee monitoring the professional way, a lot can go wrong. If you neglect to let the employee know they’re being monitored, they may feel betrayed and concerned about working for you. They may wonder, “What else don’t I know?” 

Even if they’re aware of the monitoring, employees may feel like their privacy is being invaded. They don’t want a micro-manager who needs to see every single thing they do at every moment of the workday. They’d rather work for someone who trusts them. 

Furthermore, certain states have specific legal guidelines to follow. For example, in Connecticut, employees cannot monitor employees without getting consent first. Ensure that your organization is legally compliant in order to avoid issues down the road.

Alternatives to Employee Tracking

Consider why you want to track your employees. There may be another way to achieve the same results. For example, let’s say you’re worried that employees are wasting time at work. They seem to be meeting deliverables and deadlines, but every time you walk into their workspace, they’re on social media or chatting with one another. Instead of monitoring what they do to catch them in the act, talk to them to find out if they’re bored or not challenged enough at work. The problem could be that they don’t have enough to keep them busy.

Here’s another example: Let’s say you need to cut costs, so you want to see who’s clocking in late or leaving early. Unless you have a good reason to think this is happening, a better first step is to audit the workplace and see where waste can be reduced. You may discover that you’re regularly replenishing inventory that isn’t actually being used or that you can use alternative packaging that’s less costly and wasteful. 

Final Thoughts

There are times when tracking is useful to both the company and its employees. For example, applicant tracking systems make it easier for companies to source potential hires and go through hundreds of job applications to hone in on the best ones. For the applicant, that means they’ll get a response sooner rather than later because managers don’t have to manually sort through tons of applications. 

On the other hand, some employee tracking feels unethical, giving employees the impression that they’re not trusted by the company they work for. Getting to the root of the issue and determining why you want to track employees will help you decide the best way to monitor them or if they have to be monitored at all.

Top 5 Apps to Boost Productivity

No matter what type of industry you are in, productivity is a must. The more productive your workforce is the higher revenue you can expect from your business. In fact, productivity has become a survival tool otherwise no business can sustain for the long run due to the huge market pressure and the competition. But the question is how would you bring productivity in your business? Here are the 5 apps to boost your office productivity.

Visitor Track – Visitor Management Software

Visitor Track is the cutting-edge visitor management application. This robust application will ease your visitor management process. Unlike paper-based manual visitor management process, this is fast, efficient and takes less than a minute to check in and check out. In short, the Visitor Track will accelerate your visitor management process.

Asset Tracker – Asset Management Software

Think about how much time you have to waste for managing your asset. Using the manual process is never enough. You need something that works faster and can keep you updated all the time so that you can take prompt decisions. Asset Tracker is such an answer to such productivity. Using Asset Tracker you can track your asset location, detail of its owner and can get the report when any issue arises or any repair required. The whole thing can be done from a single platform.  Its mobile version makes it more easy to access information from a remote location, which means you can always be updated. Isn’t it great!

Simple CRM – Customer Relationship Management Software

We all know, the customer is the king, if you cant satisfy your business can’t satisfy you. But for positive customer experience, you need a seamless customer management software that makes the whole process efficient and easy. Simple CRM is the perfect application for customer management. Using this application you can create, manage and communicate customers so effectively and productively. This application makes the process smooth that brings productivity in the process and enable you to deal more customer than before.

CircleCare – Employee Wellness Application

Circlecare is the employee wellness application. Using this app you can motivate your employees, encourage them, take care of their good health along, connect with them and engage with them. No doubt all these activities will motivate your employees and thus boost their overall productivity.

Fleet Manager – Fleet Management Application

Fleet Manager is the Fleet management application. This mobile and PC based application will ease your fleet management process. Make it easy for you and your organization to manage the number of fleets without any hassle. Using Fleet Manager you can schedule a vehicle, manage driver profile, manage vehicle reservation, manage trips, perform remote inspection and many more all from the one place.

So, these are the 5 apps that will surely boost your office productivity. All these apps run on the cloud which means you can use them from the first day without hassle. Now, it is your choice to stick to the age-old conventional system or to embrace these 5 apps for high productivity.

Are You Making the Most Out of HR Analytics?

How mature is your HR analytics strategy?

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How advanced is your HR analytics strategy?

Today, most companies are collecting vast amounts of detailed data about their people. However, only a small percentage actually conducts a deeper analysis of this data and uses gathered insights to take action. 

Companies that act on the gathered data and analytics to solve critical business issues will surely be able to out-hire, out-manage and out-perform their competitors. Are you among them?

How mature is your company’s HR analytics strategy? Are you just getting started with some basic level of HR analytics? Or you’ve mastered even the advanced HR analytics best practices?

4 levels of HR analytics 

We distinguish four levels of people analytics, from basic to most advanced: 

  1. Descriptive analytics
    Descriptive people analytics provides an answer to the following question:
    “What has happened?”
    This type of people analytics is defined by using data to understand and reflect on what has already happened in the past.

  2. Strategic analytics
    Strategic people analytics provides an answer to the following question:
    “Why did this happen?”
    This type of data analytics is defined by developing causal models and searching for the reasons behind a certain occurrence.

  3. Predictive analytics
    Predictive people analytics provides an answer to the following question:
    “What could happen?”
    This type of data analytics is defined by using statistical models and forecasts techniques that can predict the future based on the past.
  4. Prescriptive analytics
    Prescriptive people analytics provides an answer to the following question:
    “What should we do?”
    This type of data analytics is defined by using simulation algorithms to analyze a number of different possible solutions in order to choose the one most likely to provide the desired outcome.

Learn more about the reasons why HR analytics is a new HR imperative!

How HR Professionals Can Be More Supportive of Parents

In about 46% of two-parent households in the United States, both parents work full time. This is a shift from the past, where more women stayed home to raise the children and take care of the family. 

More parents want to keep working and further their careers after having kids. It’s possible to do so, but companies and large organizations need to take steps to facilitate continued career growth for these individuals. Businesses need to support parents by offering a better work-life balance. This will help them attract new employees and retain current ones. 

There are many benefits to supporting parents within your company. It starts with understanding what parents really value and what they need. With that in mind, let’s take a look at how you can be more supportive of the parents who work for you or will work for you in the future.

What Expecting Parents Really Want 

When companies and HR professionals are considering which benefits to offer their employees, they have to hit the right marks. One survey suggested that 80% of employees would prefer a better benefits package over a raise. Benefits are likely even more important for parents or for those who are expecting. 

Support for new parents or those who are about to have a baby can make a difference in employee retention. For expectant couples, supportive benefits can include things like paid maternity and paternity leave, as well as insurance benefits that will help employees deal with the medical expenses of having a new baby. 

It’s also essential to avoid discriminating against expectant mothers in your workforce. Pregnancy discrimination in the workplace is unethical, but it still happens. By making sure your policies reflect a positive and non-discriminatory attitude toward pregnant employees, you can create a more welcoming and comforting family atmosphere within your business. 

The number one priority for any pregnant woman is to keep herself and her baby as healthy as possible. Here are some ways to make your workplace more inclusive of pregnant mothers:

  • Your company can support that by offering things like healthy complimentary snacks or water. 
  • Make sure restrooms are easily accessible for everyone. 
  • Offer exercise or yoga classes for expectant mothers who want to stay active. 
  • Encourage more flexibility in their hours so they can have more time at home to rest and get some sleep

It’s a good idea to include some pre-birth perks for expecting dads too. Paternity leave is important and should be a part of any benefits package. Also consider sponsoring birthing classes and encourage expecting fathers to join support groups to know what to expect. 

As with expectant mothers, flexible hours for fathers-to-be can also be a big draw, as they allow men to go with their partners to doctor’s appointments, classes, and more. This can be especially helpful for same-sex couples who are going through the adoption process or using a surrogate. Some companies actually offer surrogacy compenasation, which can be huge for same-sex couples or couples who can’t have children on their own. 

As you can see, none of these offered benefits or resources have to blow your budget. By making a few small policy changes, you can create a complete shift in how pregnant women and even fathers who are expecting are viewed and treated within your company. 

Better Benefits for Families

For individuals or couples who are already parents, employers can offer more paid time off, daycare services, lactation support services, and more flexibility. 

Offering various family insurance plans, as well as life insurance plans can also attract new parents to stick with your company, since they’ll know they can be protected if anything were to ever happen. Life insurance can be used to protect a family, to pay off debts, or for parents to simply have peace of mind when it comes to leaving something behind for their children. Even if your company chooses not to offer life insurance, it’s a good idea to have a few agencies in mind to work with so you can point your employees in the right direction. 

New parents might want to return to work, but that can be hard to do with a baby or young child at home. To show your employees their real value, offering work flexibility can make a huge difference. This includes offering non-traditional hours or even work-from-home opportunities. Thanks to technology, working from home has become very popular. It’s a great option and can be very successful for single parents, and there are many companies that cater to these families. By offering that kind of flexibility, your employee is more likely to take the job seriously from home, and they won’t experience burnout or resentment from having to leave their family. 

How HR Makes a Difference

When it comes to supporting new parents, your focus should be less about money and more about relationships. While a raise is always nice (and likely always appreciated), you can form a better lasting relationship with your employees by showing them you care about their families, their health, and their overall well-being. 

When your employees are ready to get back to work, keep the benefits rolling, and they’ll be likely to ease back in comfortably. Companies like Amazon offer “on-ramp” programs that help employees to start working again at a comfortable pace. It starts out with a shorter schedule and offers a lot of flexibility and paid time off. 

If you’re not sure what the parents working for you really want, don’t be afraid to ask! Taking an interest in your employee’s wants will show them that you care about their lives, and they aren’t just a number to you. Being a parent and working at the same time isn’t always easy, and it typically requires a lot of juggling. You can make it easier on your employees, boost their sense of self-worth, and give your business a boost when you offer the right kind of support.

Why You Should Invest in Personal Finance Training for Your Employees

Personal finance and budgeting play a role in everyone’s life. It’s no secret that your ability to wisely allocate financial resources has a significant impact on your quality of life. 

Unfortunately, most individuals — including your employees  — are probably not as financially capable as they ought to be. High schools and colleges have stopped making financial literacy a requirement to graduate, and so many individuals are completely unaware of personal finance basics of personal finances. 

At this point, you might be wondering why you, as an employer or someone in HR, should care about this. Why should it matter to you that employees can successfully manage their finances? Well, here are just some of the reasons why you should invest (or advocate that your business invest) in personal finance training for employees:

Less Stress, Higher Productivity

For one, stress as a result of personal financial mismanagement is a common problem of the workforce today, resulting in lower rates of productivity and ultimately affecting a company’s bottom line. About 68% of employees are not fully engaged at work, and much of this can be attributed to financial stress. 

This is backed up by Dr. Thomas Garman, a Virginia Tech professor, who states, “Workers waste 20 hours of company time a month thinking about and dealing with personal finances.” Further, 40% of employees have even openly admitted that personal stress greatly affects their productivity at work.

With these figures in mind, teaching your employees about personal finance management can only be a win-win. Most employee learning takes place during work hours, so it makes sense to offer opportunities for employees to learn more about personal finances. In return, they will get rid of financial stress and become more productive. 

Retain Top Talent

Providing a benefit like personal finance training for employees can also help you attract and retain top talent. In fact, a Society for Human Resources study found that “employees are looking to their employers for help with managing their financial wellness.” Today, with the rise of the gig economy, many workers are able to control their work hours and get paid for extra time on the clock. Given the fact that the gig economy as a whole can offer more pay, this provides the means for employees to feel financially secure while also attracting top talent. 

Jobs as part of the gig economy rarely come with benefits, so including personal finance training in your benefits package gives yourself an edge when it comes to recruiting talent. Thus, including financial wellness training as a part of an employee’s benefits package can yield positive results. This is a great way for a company to demonstrate their commitment to the well-being of those they employ.

Ripple Effect on Society

An often-overlooked advantage of providing finance training for your employees is the ripple effect it can have. Giving employees this information enables them to spread financial best practices to friends and family, ultimately improving the well-being of those around them. While this may not immediately and directly benefit your company, it does create for a more financially stable community in the long-run. In turn, this new, more skilled society will help your business’ bottom line. 

These are just a few of the reasons you should consider financial training benefits for your employees. As you can see, alongside enhancing employees’ lives, your company stands to benefit greatly from this inclusion. The best part is that personal finance training programs are actually quite easy to implement. Here are some tactics to consider: 

Give a Financial Self-Assessment 

The first step in promoting the financial wellness of your employees is gauging how much they know about personal money management. People often struggle with planning their finances because they neglect (or intentionally avoid) thinking about them critically. As a result, they are unable to adequately plan for the future.

A financial self-assessment solves this problem and allows for both managers and employees to learn about their personal financial capabilities. Once this is done, your employees can identify pain points in their financial planning and take the appropriate steps to make changes. There are many free financial assessment quizzes available online that you can hand out to your employees. A good starting point for a personal finance self-assessment can be found at the Consumer Financial Protection Bureau website.

Offer Classes/Training Seminars 

Fixed classes or seminars are effective ways of teaching financial wellness on an ongoing basis. You could devote one hour a week to a training seminar where employees could be given the chance to hear from various experts and financial planning. Each seminar could cover a different topic under the umbrella of personal financial wellness, including how to improve and maintain good credit, how to pay off credit card debt, how to plan for retirement and a child’s education, how to invest, and more. 

Even if you aren’t in the position to host seminars, you could consider giving your employees the option to enroll in online money management classes and cover the cost. Alternatively, you could offer premium access to sites like SkillShare or Udemy that offer classes from experts across a range of topics. 

Provide Budgeting Tools

Budgeting is key to personal finance management. Make sure your employees know basic budgeting skills — you could even start with the “give, save, and spend” concept that is used to teach children about money. From there, teach employees about the principles of setting up a household budget such as identifying income, tracking spending, and determining goals. You could also keep an eye out for financial tools that could help your employees. These include free retirement planning tools, investing tools, budgeting apps, and more. 

Spread Awareness About Cost-Effective Options

Another initiative that is easy to implement is spreading awareness about resources that outline how to get the most cost-effective services. Choosing cost-effective options can increase savings and aid money management efforts. One way to do so is to teach employees how to evaluate various deals for everyday services through a monthly email newsletter. 

For instance, you could send out a newsletter that details how to pick the best internet deal for one’s home, covering pointers like looking for plans in the “Back to School” period in August. The following month you could send out a newsletter about how to pick the best car insurance, and what to consider when choosing one. Spreading awareness about ongoing deals that you have researched, as well as knowledge about how to choose cost-effective options is a good way to educate employees about making financially sound decisions. 

Promoting the financial wellness of your employees is a great investment, benefitting both your company and your employees. Use these tips to introduce personal finance training into your employee benefits package to build a more productive and financially savvy workplace.

ServiceNow Research Assesses Impact of Digital Transformation on Employees

New research from ServiceNow, a leading enterprise cloud based provider of digital workflows, reveals employees in EMEA companies, embracing workplace automation, report greater job satisfaction (62%), customer satisfaction (71%) boosted productivity (72%) and increased time for creativity (62%). Two thirds say workplace automation improves their organisation’s financial performance and nearly half believe they benefit from job creation.

EMEA employees express that the rise in digitisation enables them to benefit from automating menial tasks, subsequently improving their opportunities for advancement (64%) and more meaningful work. Yet fewer than one in three (27%) of companies studied (27%) have automated the processes with which they work, leaving over two thirds of work processes with substantial manual activity.

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Employees worry more about change than fear of machines

There has been much rhetoric around ‘fear of machines’, yet employees studied worry more about change than robots taking their jobs:

  • 31% are concerned about learning new skills or processes and 28% worry about changing the way their job is performed
  • Only 17% worry about losing their job
  • Employees in highly digitised companies report they benefit from increased job creation (42%) as opposed to only 23% in less automated companies (23%)
  • 86% view AI technologies as the future of work
  • Under a fifth (16%) fear being told what to do by a machine

Employees have a desire to learn and improve digital skills

  • 66% of employees have a desire to learn or improve their digital skills
  • 15% say their job requires advanced digital skills
  • 75% believe they have the digital skills required to perform their job well
  • Only 18% find adapting to digitised work processes difficult

Increased financial success

Employees in ‘highly automated’ organisations are more likely than those with less automated processes to report that their firms have high revenue growth, exceed financial goals and are much more profitable than competitors.

  • 55% of those in highly automated companies see higher profitability than their competitors, compared to only 31% in less automated companies
  • In highly automated companies, 21% see ‘much higher’ profitability vs. 5% for others
  • 36% of highly automated companies report that they exceeded their financial goals compared to just 16% for others

“Highly automated companies are making use of digital workflows to simplify complex tasks, respond rapidly to users’ needs and take a predictive approach to maintenance,” says Chris Pope, VP Innovation, ServiceNow. “Automation enables employees to reclaim time spent on unfulfilling tasks and refocus it on more meaningful work. The result is significantly greater efficiency, productivity and job satisfaction compared to companies with more manually-led operations.

“Activities such as resolving customer issues are critical to customer and employee satisfaction, so they should receive more focus from an automation standpoint in the future. The question businesses need to be asking now is how they can make the necessary changes to realise these benefits,” adds Pope.

What HR Can Do to Promote a Healthy Work Environment

Most workspaces present some kind of challenge for an employee’s health. Whether that be too many unhealthy temptations, a job that’s physically demanding, a job that isn’t physical enough, or even one that challenges a person’s mental health, each working environment can do more to prioritize employee health. Not only do healthy employees work better, it’s also beneficial to workplace culture for employees to feel as though their employer cares about their well-being and not just the bottom line. 

In order for HR to promote a healthy work environment, there are a few things they can do. By taking steps that prioritize employee health, employees can go from experiencing wellness challenges to watching their health thrive in the office. 

Be a Source of Health Information

There is a wealth of health information available out there, but it can be difficult to sift through studies, warnings, and updates if you’re not familiar with health news. For this reason, it can be helpful to be a source of health information for employees. You can do this by releasing a health newsletter each month, which can include things like medication news that may impact their health, food and drug recalls, or new CDC research. You might also recruit experts to speak or offer a health fair to allow employees to research wellness options in their area. Include various types of insurance, holistic health services, and mental health physicians as well. This way, you can be a reliable source of health information for your employees. 

Understand Employee Health Gaps

Not every work environment will require the same things to promote health for employees. The key is in identifying employee health gaps and working to provide ways to remedy them. For instance, if your employees sit for a large portion of their work day, promoting a healthy work environment will involve encouraging walking breaks or purchasing standing desks. If your employees have a physically demanding job, promoting a healthy work environment will involve offering rest breaks and comfortable areas for relaxation. 

Both health gaps are damaging to employees’ overall health and wellbeing. In addition to the type of work done, it’s also important to offer support for each employee’s specific health condition by providing what they need to be productive, safe, and fulfilled in the workplace.

Provide Healthy Alternatives

An office environment can be problematic to a person’s health because of all of the unhealthy temptations that can occur. Morning donuts, pizza luncheons, complimentary soda, etc., can all derail a person’s health goals. This doesn’t mean cutting out the bagels and complimentary lunches altogether, it just means you can promote a healthy work environment by offering healthy alternatives as well. 

For instance, some may prefer the health benefits of tea over coffee, so offering both can help employees to stick with their preferred beverage. The same is true for fruit and granola in addition to donuts and bagels, a salad bar in addition to pizza, or low-calorie and no-sugar drinks in addition to soda. 

Promote Exercise and Wellness

Exercise and wellness are staples of health, and promoting them at work can do a lot to create a healthy work environment. Exercise is a great way to reduce stress and promote physical and mental health, so providing a benefit like a gym facility or a paid gym membership can go a long way for employee wellness. You might also organize an exercise outing for those who wish to participate, such as a group hike or an employee team for a local 5k. 

This way of promoting a healthy work environment is great for workplace culture, which is great for company reputation as well. You can promote wellness in the office by offering on-site flu shots, organizing a health clinic, providing wearable medical tech, or designating a quiet area for meditation and relaxation to relieve stress. 

Prioritize Mental Health and Safety

Providing a healthy work environment isn’t just about offering healthy snacks and a gym membership, it’s also fostering a work culture that isn’t detrimental to their mental health and an environment dedicated to keeping them safe. Work on promoting a healthy work-life balance by offering PTO, flexible schedules, adequate pay, and the freedom to take time if they are burnt out. Be open about any mental health information employees may need, and make sure any insurance plans include mental health services. 

You might also offer sexual harassment training to ensure all employees understand consent, boundaries, and appropriate behavior in and out of the office. Work hard to make employees feel safe, and establish trust so they feel protected enough to report any incidents if they should occur. 

A healthy work environment should make an employee feel happy, healthy, fulfilled, and safe. It’s impossible to cater to every employee perfectly, but you can reach many of them by providing them with a few resources to help promote a healthier lifestyle. Not only is this better for employee morale and workplace culture, it also works to build better employees who enjoy their jobs and feel more productive. Employees will be happier and healthier overall when you show them that you are invested in and care about their health.

The Role of HR in Reputation Management

Most people think of recruiting and hiring when it comes to the HR department of any given company. But HR needs to be involved in much more than just interviewing potential employees. In fact, one of the most important aspects of HR work is reputation management. By guarding the company’s image and making sure employees are happy, it’s easier to not only harbor more interest from potential employees but to let the world know your company is a great place to work, grow, and find success. 

A human resource team should be properly trained when it comes to representing how the business looks to the rest of the world. It’s their responsibility to build and sustain a positive image for the business itself as well as its employees. That includes training for proper employee management and creating an environment where strong, respectful communication is expected and encouraged. Strong communication involves skills like being respectful, listening actively, knowing your audience, taking note of body language, and even habits as simple as putting your phone away.

When communication isn’t open between HR personnel and employees (especially unhappy employees), it will make matters worse and could result in an extremely stressful situation for your business. 

So, how can your HR team develop and sustain a positive reputation for your company? Let’s look at a few practices that your HR department should start committing to right away. 

Building a Better Company Culture

One of the best ways an HR team can focus on reputation management is to build a better company culture from the inside out. The way to do this will look a bit different for every type of business. It’s important to understand what’s important to your company and how you want to portray that not only to your employees but to the rest of the world. 

You want to make sure when any potential employee walks into your business for the first time, they get a full feel of what your company represents. They should understand your atmosphere, what’s expected, the culture surrounding other employees, the culture surrounding customers/clients, etc. It’s up to your HR team to make sure an environment of community and purpose always shines through. 

Other tactics that can be put into place to boost your company culture include things like: 

  • Encouraging your employees to share their positive experiences with the company on their own social media pages or on your company website. 
  • Encouraging your team to talk to potential hires before they start the job. 
  • Creating an environment in the workplace that motivates people to do their job well. 
  • Being flexible with people’s personal lives and schedules. 
  • Building a team — not just a group of individual workers. 
  • Having a strong company mission and making sure everyone knows it. 
  • Communicating with one another to keep things as clear as possible between employees and management. 

When your HR team chooses to create a positive company culture an environment that ensures employees are happy, the benefits will speak for themselves. Not only will you have a crew of employees who are excited to do their job and who are likely willing to go above and beyond, but you’re also more likely to recruit better employees to come work for your company. The trickle-down effect of a great workforce is self-evident. When you have the right people in the right positions, your customers — and in turn your business — will reap the benefits. 

It doesn’t end there. There are personnel techniques your HR team can utilize to highlight the net impact of each employee. Once you’ve found those people who love the work and are willing to go above and beyond, a good management structure won’t let them stagnate. For example:

  • If an employee shows a proclivity toward working with customers, you can create a customer success position in which their strengths can shine. 
  • If a member of your team is highly detail-oriented and organized, consider how they can help your organization by becoming a company auditor to ensure legal compliance with regulations and optimal efficiency.
  • If a member of your team is good at networking, they may be a good candidate when it comes to finding someone to manage your brand’s social media account.

Give employees the opportunity to play an active role in their own career development and the growth of the business. Professional empowerment is a force of nature, so keep an eye out for the unique skill sets that each of your hires bring to the table. 

How to Handle Unhappy Employees

Though reputation management is a big deal when it comes to finding new employees, it starts from the inside, and any successful HR team needs to realize that when they’re working on company culture. The old saying goes that you can’t make everyone happy all the time. But, people who work in HR should make it a constant mission to keep employees content. Yes, it starts with creating the right culture, but that culture needs to be continuously fostered to take care of employees who are already working hard. 

Some signs of disgruntled or unhappy employees typically include things like attendance problems, poor work quality, negative attitudes, or complaints about the job. Sometimes, though, employees won’t say anything about how dissatisfied they are, and they may just opt to quit. A high turnover rate within your company is a sign that your HR team isn’t doing what is needed to ensure everyone’s satisfaction. 

That might seem like a small problem to have, but if employees start leaving, they could do damage to your company’s reputation.Word of mouth goes a long way, and what a former employee says to a customer could result in a negative review. This could lead you to have to hire some serious reputation management. If not the negative reviews can be a huge red flag for people who might have otherwise been interested in working at your business. 

Additionally, an HR team has to be prepared for unexpected situations. For example, if an employee gets hurt on the job, reputation management is still an important consideration. Typical job injuries include things like: 

It’s up to the HR team to make sure an injured employee gets the care they need. If they don’t, that employee could take legal action, which could seriously damage any company’s reputation. 

Reputation management is important for any business. But, it’s not just about making sure customers and clients see you in a positive light; it’s making sure you’re attracting the right people to work for you and keeping your current employees satisfied with your company culture. This should fall on the shoulders of a quality, driven HR team. Putting some of these ideas into action immediately can make a big difference for your business by providing a boost to your reputation.