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A poor workplace culture can affect performance and lead to high staff turnover. CHRIS HALLBERG discusses ways that retailers can turn this around.
Everyone likes to think that their business is highly effective; however, a poor culture can be a large inhibitor of performance. For example, will staff give feedback and suggestions for innovation in a workplace where they feel undervalued or feel as if their comments will be dismissed?
How confident are you about your company culture? Here are several common signs of a problematic organisational culture.
Do staff tiptoe around to avoid being reprimanded or even fired? Does everyone keep their heads down so they don’t attract attention? If staff are afraid, they won’t take risks, which means they’ll only give the minimum effort and never go above and beyond.
Employees need to feel like they can try new things without getting in trouble. Businesses should create a culture of appreciation to get more out of their employees. Workers who feel secure in their roles feel confident to stretch their abilities – they will let you know if they see a problem, rather than hiding it so that they aren’t blamed; they will give you a performance that can increase your revenue and make your organisation more competitive.
Do staff seem to drag themselves into work on Monday? People who are working in poor environments pine for the weekends and dread returning to work.
At a healthy business, people are happy as they feel challenged and appreciated. People who are happy working for a great company are far more likely to exceed expectations. They will welcome new challenges and relish the opportunities to excel.
If everyone seems irritated and discouraged when the weekend is over, it’s time to change what you are doing. Examine which factors are making work an undesirable place to be. Target factors that specifically affect the motivation of staff to not only be at work, but also give their best effort and then change those factors.
Do you find that staff rarely share insights about how a process should work better or give ideas about opportunities that the business is missing?
Employees in a poor workplace are unlikely to share ideas. They may be too burnt out to think creatively, too discouraged or afraid that their ideas will be met with derision or indifference.
It is vital to your company’s future that you have the full resources of the people you have hired. Make sure they feel that they can make suggestions without you or other people in management feeling threatened. Make it so staff have the spare energy to think of creative solutions to problems and that they are engaged enough to share their ideas for new opportunities.
If people are reluctant to contribute, consider creating an anonymous way where they can share concerns. Whether this takes the form of an online feedback form or a physical message drop, take everything you there into consideration and ensure there are no negative repercussions for those who speak their minds.
You should also ensure that staff who share their great ideas are rewarded. If people feel that it is worth something and that you value their input, they are far more likely to start thinking creatively. Rewards don’t have to be monetary; perks like extended lunch breaks and public praise go a long way.
Are employees kept up-to-date on new decisions or do they only find out that a rule has changed when they run afoul of it?
Effective change management begins by involving employees in discussion from the start – they need to know how their positions and duties might be affected; they need an opportunity to give input.
By making sure there is transparency at every step, you can ensure that employees feel secure and that changes are effective, beneficial for the company and for those who work there.
It is imperative that you are honest with your employees. Don’t sweep any negative information under the rug. Publicly address any issues that you feel could cost you important members.
A poor business culture does not fix itself; it will not change overnight. Cleansing toxicity from the environment takes a commitment to change and a great deal of time rebuilding trust and channels of communication, but it can be done.
It can be tough and time-consuming to generate fresh, original content for websites and blogs. BETH WALKER shares strategies that can help the process.
One of the hardest things about running a blog for your company or website is trying to come up with good topics for your articles, especially when you don’t have much time. The instinct may be to skip publishing but that’s not best because frequency matters when it comes to blogs.
By utilising these five essential actions, you can create outstanding blog content consistently and still stick to your publishing schedule.
American novelist Anne Lamott is famous for promoting bad first drafts. Her point is that you just need to get something on paper.
“Writers write” is a quote I hear or read at least once a day because it is a crucial device that writers use to remind themselves that their job is to write.
My first drafts often take on an outline form – I’ll consider the title and keywords I need to target and, as I research, I’ll pull out the ideas I want to highlight. Once I determine the sections and flow, I can start in the middle of an article even when the introduction isn’t coming together.
The point of the crappy first draft is to get some words written. You may delete them all later but at least you’ll have started.
After you get something down, walk away. This might seem counterproductive, but I promise that it works. When writer’s block strikes, I’ll sometimes take an actual walk. Getting outside and doing something active seems to be a perfect method for inspiring new perspective and thoughts.
While no tool is perfect, automated grammar software Grammarly is my go-to tool so that everything I write is checked by a second set of eyes before I hit publish. This is a helpful tool to catch spelling, punctuation and grammar mistakes, but the paid version goes further.
For example, Grammarly often highlights that my drafts are “wordy”. This isn’t surprising to me, but it is a gentle reminder for me to edit my work.
I don’t turn Grammarly on when writing my first or second drafts. I’ll turn it on once I’m on my final review so that I can consider any suggestions and edit accordingly. After this, I do one final read-through before sending my content to a proofreader.
As writers, we can find ourselves feeling defensive about the editing process, but the reality is that developing outstanding content requires editing. Even when you have a great handle on your audience, it’s still important to make sure your ideas are communicated clearly.
Remember that you’ve been focusing on your article for several hours or even days at this point and have probably read it through at least four times; it’s possible you are not as clear as you think.
Proofreaders are also great because they can tell you when you complicate an explanation – perhaps you are using five sentences when only three are needed.
A great proofreader will provide suggestions that clarify your content without substituting their voice or perspective for yours. Consider all suggestions and always keep the end goal in mind: you’re creating outstanding content for your reader.
The best way to stay on track when writing content consistently is with a content calendar.
There are many benefits of having a calendar, but my favourite is that you only need to brainstorm subjects once as opposed to every time you sit down to write.
With my personal blog, I plotted out a yearlong content calendar with titles and subjects in January. This might sound like an overwhelming task, but I publish eight times a month so I only needed to come up with 60 titles and plot out the publishing dates.
When you work ahead, life circumstances may inspire new content. I have found that titles can be easily postponed for the future, perhaps even the next time I develop my content calendar.
Thinking about all of your blog articles in one go mightn’t work for everyone, but I suggest you think further ahead than a few weeks – quarterly calendars are the ones I encounter most often.
By taking the time to brainstorm keywords, titles and subjects, you can jump into that ‘crappy first draft’ easily and with a little bit of inspiration.
Retailers require a mix of human services and new technologies to meet the needs of today’s demanding consumer. STEVEN VAN BELLEGHAM reports.
Consumer behaviour has changed substantially over the past decade, largely because of technologies that are providing new possibilities for fulfilling customer needs.
Mobile is undoubtedly the most important driver here, but technologies such as 3D printing and automation are also emerging as significant.
What would consumer expectations be in such a new world? Let’s consider four characteristics:
We are evolving towards a situation where everyone has their own services and products. One example of this is NRML in New York, a store that makes personalised earphones based on photos of the customer’s ears.
The personalised headphones are made on site by a 3D printer and are customised to fit exactly that person – the idea is brilliant!
We are entering into a phase of extreme personalisation in which people not only receive on-demand services – this has existed for some time now – but also on-demand products that are made when purchased.
Today everything has to be fast, easy and fun for the consumer. Uber, Airbnb, HelloFresh, Booking.com and other innovative start-ups all have one thing in common: they’re fast and easy, as well as fun to use.
Today, convenience is the basis of loyalty. If things don’t take place easily enough, they shut down quickly. We’re evolving towards a world of extreme simplicity.
Once upon a time, you almost needed an engineering degree to get a robot to start. Today, anyone can take a vacuum-cleaning robot out of the box and get it working with a single press of the button.
Companies that weren’t born in the digital world often have difficulty with this. Extreme simplicity is crucial for the modern consumer.
People love human sincerity and friendliness. It’s the most interesting paradox of the digital world: the more digital everything becomes, the more important the human interaction becomes once again.
Alas, businesses can’t program this into their products, nor can they buy software that delivers it; sincere human contact is something they have to train into their staff and deliver every day.
This is where genuine human skills come to the surface. Empathy, passion and creativity are too difficult for computers so this is the area where people can make the greatest difference.
This is also something that consumers find really important – seven in 10 consumers would like to have sincere human contact, even when digital channels are functioning perfectly.
Consumers love to buy from cool companies. This has always been the case but seems more important as technology becomes a larger part of our lives.
Tesla, Apple, Google and Coolblue are all examples of businesses that consumers love because they have cool values, a cool image and cool products. These companies go further than delivering a product; they generally have a vision that promises to change the world… and often it does.
Tesla isn’t a car company; it’s an energy company. Elon Musk is convinced that the Earth will be destroyed due to poor energy use, which is why he set up Tesla.
When he recently shared all of Tesla’s patents online with the rest of the world, it was because he found that things aren’t going quickly enough. He wants to save the world from wasteful energy consumption and he realised he can’t do that on his own.
Of the four characteristics mentioned above, the first two are areas where businesses will still need to rely on digital technologies.
Personalised products and services, and the delivery of convenience as a norm, are both areas that have emerged because of technological advancements, rather than in spite of them.
This means companies need to be good with data and user interfaces, and also with working out new ways to respond quickly to the needs of the modern customer.
The last two characteristics – delivering a personal touch and being sufficiently cool enough to attract consumers – call for skills of a more human nature because they’re service oriented.
To stand out in these areas, retailers need to display a modern approach to PR HR and the right ambitious attitudes.
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