When we refer to ‘people’, we mean a company’s employees. Focusing on employees was always believed to be an HR function, separate from running the actual business, correct? However, companies and management teams across the world have discovered that a people-first approach that is in line with their organisation’s business goals is key to offering optimum customer experience and in turn, adding to profits. This simply means that you should spend more time and money on keeping your employees happy if you wish to retain your customers, offer unparalleled CX and grow your business.
So does your organisation pay more attention to building the bottomline or building up your people?
And where do these cultures or mindsets originate from?
Top Management or Human Resource styles
A recent global survey conducted by a New York based HR research firm shows us a number of definitive facts. Firstly, no organisation can do both – ie: be people AND profit oriented. It has to be either one or the other.
Secondly, management teams or HR department professionals who are in the 55 to 60 age group, largely female, belonging to organisations with less than 1000 people, experience better work/balance and sleep patterns, and are at VP or higher levels, tend to promote a more people-centric culture.
This clearly demonstrates that experience matters. Young startups that are charged and raring to go may find it difficult to prioritize people over profits. But then again, it seems to be simpler to focus on your people when teams are smaller. At the same time, rapid arbitrary expansion with hundreds of employees being hired across branches, each week, could result in a significant level of employee neglect.
Another important factor is the professional level of those who make and implement the decision of being either people or profit centric. A large percentage of employees in your organisation may intrinsically believe that people matter more than sales, but they may not be in a position of authority to express or implement this. Plus, women tend to prioritise employee happiness over making money.
Hence, the onus lies on the top guys at the helm of the company. It’s the duty of top management to introduce a people focused environment to ensure that at the end of the day, your customers are feeling the effects of happy employees.
But, what can you do if you realise that your company has been paying more attention to profits than its people, intentionally or unintentionally? What steps can you take to move in the right direction?
Related: 5 Reasons Why Studying Organisational Behaviour Is The Key To Business Success
Here are some ideas:
1) Value your employees’ time
There have been a lot of discussions on work-life balance, especially during the pandemic, due to the WFH model. Individuals are realising the value of spending more time with themselves or their families. Employers need to address this need and deal with it practically.
A feedback form circulated within the organisation could help with this, as your employees are in the best position to tell you how many hours per day or per week, they need to complete their assigned KRAs.
2) Keep things transparent and open
An organisation that keeps communication lines and feedback mediums open and free instantly projects a people-focus culture. Include your employees when making important decisions. Explain the company vision, mission and strategies before they are implemented and why they exist.
An approachable top management team goes a long way in helping employees feel supported, guided and satisfied.
3) Build careers for your employees
When you hire an employee, do it with a long term vision. Ask candidates about their future plans, educate about your sector and its developments and once they are settled in, carve a career path for every employee.
Introduce training or specialist programs to upgrade skill sets. Identify strengths and weaknesses and help them with both. Offer opportunities to grow and expand. Don’t just give jobs, build careers and you will find your employees applying themselves and growing along with your company.
4) Acknowledge and encourage
Start honouring employees for achievements such as securing a client, conducting a successful campaign, a positive email from a client and other such occurrences.
It is the job of top management to set the right examples in a positive work environment by being understanding, kind and communicative. Admit if you’re wrong and assert if you’re right. In today’s work environment, the younger employees prefer grounded and humble bosses.
Appreciate in public but reprimand or rectify in private.
You may also like to read: Are Your Employees Really Your Most Important Asset?
The Effects of Happy Employees
When there is a high employee satisfaction level in your organisation, the effects will be experienced in the form of:
- A more positive work environment
- Lesser absences and more responsibility-taking
- More supportive employees in times of need
- Higher productivity and lower procrastination levels
- Better innovative and creative problem solving
- Superior teamwork
But most of all, your customers will appreciate dealing with your brand and be more loyal as they appreciate your improved customer service.
Customer experience begins at the point of purchase till much after delivery. If every employee in your supply chain or organisation is happy, your customers are sure to be pleased. Thus, resulting in repeat purchases, customer recommendations and reviews and ultimately higher profits.
If youre looking to boost your CX, speak to our team today for more easy and economical ideas.