3 Data-Driven Approaches for a Richer Client Experience
Ready to make your 2022 predictions? Ha! I don’t think anyone wants to be held to account for predictions anymore. One reality that is becoming clearer is that COVID health and safety concerns mean we are going to be living with a future of more uncertainty. Corporate leaders of people and operations are looking for guidance on what investments will help them win the talent retention game. The proverbial can of work experience can’t be kicked down the road any longer. 2022 will be a year of decisions and commitments and becoming an advisor who can help shape those will lead to revenue growth.
So, here are 3 data-driven resolutions you can make this New Year:
Help reveal the data - You may think that business leaders have reams of employee work experience data but it turns out that they don’t. As you can imagine, no businesses were expecting the reality we’re in today and, as such, they had not been asking questions or collecting data about the situation(s) we find ourselves in now. The current experience requires understanding the newer dynamic inputs like the ways we are using technology and other tools differently. The physical experience of work can have a greater impact than ever but the needs and gaps have to be revealed to the right leaders in an employee data centric narrative. What is going to drive more effective work? What will help build more creativity and collaboration?
Bring all the stakeholders together - The ‘future of work’ requires more equal participation and more common goals between talent, IT, and operations. Generating buy-in for spend on the physical experience will require all the stakeholders to agree, even contribute budget, to a new approach. Employee experience data can be a common language to bridge these groups together. Building a better collaboration experience will require the right tech/tools, the right spaces, and the right policies. More cooks in the kitchen doesn’t sound like a good sales strategy but the impact of any change can be greater when there is alignment of business functional leaders.
Win small and win often - As fast as the world has changed, it will continue to evolve. The winning strategy will be iterative and incremental. There is no point in having a flexible work experience if there isn’t data to feed the changes that make it flexible. Continuous analysis and feedback from employees is critical to identifying high risk areas that can be updated. In almost every industry we have seen a shift to premium pricing for flexibility. The feeling of needing to change the world can be overwhelming, so finding even small wins will help create more frequent opportunities for conversations and sales.
As we move away from the idea of getting back to normal into a new normal, one thing remains the same: relationship building is the strongest expertise we have. The best relationships are the ones where you are helping your friends and colleagues reach their goals and potential. 2022 for the win!
