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Organizational Culture

The changing role of CHROs in the brave new world of work

With the news of Leena Nair, CHRO- Unilever, becoming the global CEO of the French luxury brand Chanel, a wave of jubilation ran across the Indian HR fraternity. Have HR leaders finally gained recognition as business leaders critical to organizational strategy? The research points to this truth being known for some time now. Consider the study by Korn Ferry, an executive placement firm responsible for hiring global CHROs, conducted in 2014. It clearly states that apart from COOs, the leadership traits of CHROs match those of CEOs most closely. The rise of Mary Barra from VP-HR to CEO of General Motors, and more recently, Dr Alka Mittal, Director- HR, ONGC taking additional charge as CMD of ONGC stand testament to this finding. But why is there a renewed focus on the importance of CHROs in the C-suite? The answer lies in challenging additions to their responsibilities in the post-pandemic world.

Given that the world was plunged in a primarily human crisis in 2020, CHROs naturally emerged as stewards of organizational change and resilience- a set of actions that determined whether businesses recovered or sank. They influenced business outcomes through:

1. Reaffirming or reframing an organization’s mission statement keeping people strategy at the core

2. Helping the C-suite align with and sponsor changing talent requirements

3. Creating an engaging employee experience and customer experience while fulfilling business goals

4. Measuring results and quickly iterating to improve them

In other words, CHROs, with their experience in human capital development were able to leverage an organization’s greatest asset to push through uncertainty. As Tanuj Kapilashrami, group head of HR at Standard Chartered bank put it- “The financial crisis of 2008 relied on CFOs to help their companies. But the companies that will come out stronger from [2020] will be those that have a strong HR function.”

The Way Ahead

Organizations now require a high-level of emotional intelligence in leadership as well as close collaboration at all levels to solve novel problems, both of which are key HR skills. Besides, given the volatility in the talent economy, the importance of an organization’s purpose, work culture and brand identity have never been more important. CHROs therefore can no longer remain behind-the-scenes or restricted to talent management. They need to be well-versed with business priorities and measure HR outcomes in terms of revenue, margins and brand equity.

The creation of a measurably inclusive and appreciative work culture remains a top priority for CHROs to facilitate better employee retention. A digital reward and recognition program can greatly support this new mandate for the CHRO through:

1. Instant recognition for a broad range of actions using a custom r&r framework

2. Org-wide connect through social walls, announcements, pop quizzes, pulse surveys and other such engagement features

3. Complete visibility into engagement outcomes including employee sentiment, recognition trends, performance scorecards, benefits redemption and more through a people analytics module

HR leaders are at the cusp of change given their need to have a strategic, measurable contribution to business outcomes. As Diane Gherson, ex-CHRO, IBM sums it up- “It’s important for CHROs to get out in front of processes and get into the world of outcomes and particularly experiences that they’re creating — and that means reinventing pretty much everything they do.”

Connect with us to understand the capabilities of our digital R&R platform in supporting today’s CHROs!

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Employee Engagement Organizational Culture

7 Fresh Ideas to Make the Most of Employee Appreciation Day

Employee Appreciation Day falls on the first Friday of March every year, and it represents a golden opportunity for organizations to express gratitude and give thanks to their most important asset- its’ people. The art of employee appreciation has been practiced since time immemorial; however, it’s importance has come to limelight in recent years amid economic turbulence and professional disruptions, mainly the ‘Great Resignation’. Research shows that companies with a strong recognition framework have 31% lower voluntary turnover and 72% of businesses agree that employee recognition positively impacts engagement. These statistics make a strong case for why your organization needs to double down on employee appreciation efforts and get on the proverbial bandwagon.

In this blog, we cover 7 unique ideas that can help curate an unforgettable Employee Appreciation Day with a lasting ripple effect of motivation and commitment across the year!

1. Host a Charity Event: Encourage a CSR Culture!

Organizations that proactively engage in charity and donations undoubtedly gauge immense respect from all their stakeholders. Studies show that people are willing to give up financial benefits to work for an organization that practices corporate social and environmental responsibility. Thus, organizing a CSR drive or an environmental initiative where the proceeds go to charity, providing employees with a set amount to donate, or introducing the concept of matching donations can go a long way in ramping up Employee Appreciation Day in your company.

Additionally, if you have a point-based rewards platform in place, points can be donated to charities as per employees’ choice.

2. Talent Shows and Contests: Let Employees Pursue their Passion!

The traditional “All work and no fun” ideology is a thing of the past; employees now demand a fun-filled, versatile work environment that encourages extracurricular activities. A fun way to extend visibility and provide an avenue for employees to showcase their talent apart from their core role is via org-wide or team-wide talent contests for dance, music, sports, photography, poetry etc. Digitizing the whole process with gamified elements such as reward points, leaderboards, and public recognition proffered to winners can go a long way in nurturing and retaining top talent.

3. Team Lunches and Dining Vouchers: Treat their Taste Buds!

Consider catering a meal, ordering delicious foodstuff in-office or at home, and even taking your team out for a lunch/dinner. Another great option is to gift dining vouchers and restaurant discounts via an digital R&R software. To paraphrase Chef James Beard, ‘Food is our common ground- A universal experience’.

4. Offer Company Swag

To commemorate the upcoming Employee Appreciation Day, distribute custom merchandize infused with delightful brand elements as an exodus of your organizational culture. The best way to instill a sense of belonging within your workforce is by delivering a goodie-bag straight to their homes or at their office desks.

5. E-vouchers and Gift Cards: Reward with the Freedom of Choice!

Gift cards and E-vouchers give employees the ability to choose rewards that they find meaningful, rather than yet another one-size-fits-all primordial gift. One of the easiest and hassle-free ways to do the same is by using a digital R&R platform, as it bestows employers with the potential to provide lucrative perks on account of complete flexibility, and simultaneously empowers employees with the freedom of choice!

6. Gift an Experience: Add a Dash of Adventure!

Hectic work schedules and a disrupted work-life balance can take a toll on your employees, so gift them an experience they will remember and cherish! Experiential vouchers can range from trekking expeditions, cooking classes, adventurous sports, dance workshops, and the likes.

Partner with an R&R solutions provider that expends the capability to house an extensive rewards catalog ranging from physical products to experiential vouchers to evade the manual effort of dealing with multiple vendors.

7. Adopt a Digital R&R Platform: Foster a Culture of Appreciation!

There is no better occasion than Employee Appreciation Day to initiate a consistent, fulfilling, and heartfelt journey of appreciation for your workforce throughout the year. Adopt a robust employee engagement software with an illustrious R&R framework to show your employees that they matter, and that you care!

Going Beyond Employee Appreciation Day

Let this Employee Appreciation Day mark the beginning of something phenomenal and long-lasting. By recognizing and rewarding employees year-round, not only for what they do but also for who they are as people, huge dividends can be incurred in the form of employee retention and commitment- that directly translates into an exceptional employee experience!

Connect with us to know how Gratifi can help you make the most of Employee Appreciation Day!

Categories
Employee Engagement Organizational Culture

A Brief Guide on Employee Appreciation for Your Customer Support Teams

Customer support is crucial to customer satisfaction, retention and in turn, loyalty. But often, customer service teams are among the least visible and appreciated part of an organization. With heightened customer expectations and steep targets to live up to, these executives work in a high-pressure, low gratitude environment. Coupled with erratic work hours and the emotional drain associated with accepting criticism and negative feedback, it’s a veritable pool of disaster unless organizations step up to actively mitigate burnout and dissatisfaction among them.

Reward and recognition programs targeted towards all employees in an organization often fail to address the special needs of this group. The need of the hour is to offer visibility and appreciation for their work, facilitate interpersonal bonds and ultimately link their achievements to an organization’s larger goals. As this McKinsey study clearly states, engaged customer support agents feel 3.3X more empowered to resolve customer queries and 4X more likely to stay with an organization compared to their disengaged peers.

Setting up an effective appreciation engine is crucial to ensure that a consistent employee experience is delivered to all customer service agents, irrespective of their work location. A digital R&R provider can assist with this endeavor through the following steps:

  1. Making recognition accessible through an integrated R&R software

Every high-quality interaction with customers deserves to be recognized promptly to instill a sense of acknowledgement and set a benchmark for performance. Integration with CRM and other work systems can enable achievement to be highlighted in real-time. Automated notifications to managers through email, SMS, WhatsApp, Slack or Teams integrations can further reinforce a habit of recognition.

  1. Offering a vast catalog of relevant reward options along with redemption

Small perks of convenience in the form of rewards or incentives can add a glimmer of optimism to an otherwise unremarkable day in the CX department. Consider offering your agents small, incremental rewards that are commensurate to their level of impact. For example- coffee mugs for midnight shift achievers or movie tickets for those who work on holidays. These small perks cumulatively build up to an exceptional employee experience.

  1. Fostering camaraderie and engagement through digital tools

Gartner asserts that truly engaged customer support employees create an opportunity for differentiation. Sprucing things up with a touch of gamification can do wonders to amplifying the morale of your customer support teams. For instance, talent contests or trivia quizzes tailored and delivered through an R&R platform provide a quick and easy way to promote engagement, camaraderie, and even a bit of friendly social competition to accomplish performance goals. Other gamified features such as leaderboards can further facilitate exposure and org-wide visibility.

Any organization which hopes to increase customer loyalty must consistently maintain a high level of motivation among its customer support teams. By personalizing the rewards framework and aligning it to organizational values and mission, an employee R&R platform can give organizations a chance to give their frontline heroes their day in the limelight! As the award winning CX expert Shep Hyken stated- ‘A brand is defined by the customer’s experience. The experience is delivered by the employees.’

Connect with us to know how our digital R&R platform can help your organization achieve this feat!