Why Seamless Internal Ops = Stronger External Perception
Why do brands that provide the best experience seem to do so effortlessly? From large-scale productions and methodical marketing campaigns to everyday interactions both on- and off-line, these brands always perform so perfectly and live up to expectations. They are the restaurants or cafes that greet you by name when you walk through the doors, the fitness centers that motivate you to reach your body goals, or the shops whose friendly salespeople are happy to offer their assistance (we bet you thought of specific brands or a similar experience with brands you trust when you read that). They work with you to find solutions while making sure you are having a good time, and they leave you with a great impression that has you coming back for more.
Now the burning question: What is their secret?
Simply this – these brands are represented by people who truly understand the brand. When a company’s values are aligned, the employees can embody these values and convey them clearly and consistently to the customers in every interaction, fostering a strong public image and a sense of trust from their audience.
Aligning with the brand also boosts performance, allowing the team to work in harmony with each other. A company that takes care of their people makes happy, healthy and productive employees who, in turn, can take better care of their customers. Further down the line, such an environment will appear attractive to new talents who share the company’s values as well, which means more like-minded team members joining the brand family!
Next question: Ok, that sounds nice, but how can we get our employees to align closely with our company values and goals?
Firstly, make sure your brand and what it stands for is easy to understand. Secondly, be clear about your expectations in terms of how they can maintain the brand image. Is your brand about making people feel good and more confident about themselves? Then it is important to be friendly, helpful, and motivational. Is it about providing a luxurious experience? Then perhaps being accommodating and attuned to your client’s needs is the way to go.
Let’s say you have these basics covered but you feel that there is still room for improvement. It is possible that you are clear on the brand and what it stands for, but things just don’t seem to be working out. Maybe your team is overwhelmed with a lot of responsibilities or you just welcomed new people on board no one has time to train. When it is hard to focus, businesses go on survival mode to clear the workload and unfortunately, the brand image always suffers as a result. It never takes long before trouble spills over to the outside.
So what can you do to ease the workload and maintain a stable internal culture?
Next to your products, your people are your brand’s greatest assets, so consider investing in tools and resources that can help them, such as weekly check-ins, expert-led team exercises or Human Resources Management Systems (HRMS). Besides automating and centralising core HR processes, these systems can also manage your staff and allow everyone to focus on their own work. Furthermore, they can relax and feel positive!
Think about it: who has the bandwidth to remember the key details that make a world of difference to a customer’s journey when all their time has been taken up by tedious paperwork, playing catch up, or trying to remember the new SOP? Who would have the energy to take care of others when they couldn’t take care of themselves?
When you help yourself, you help others. We don’t just benefit from support, we thrive because of it. All brands need it to survive. The most successful brands in the world, in fact, are the ones who leverage this support and give back to their community.
So what can you do to ease the workload and maintain a stable internal culture?
Next to your products, your people are your brand’s greatest assets, so consider investing in tools and resources that can help them, such as weekly check-ins, expert-led team exercises or Human Resources Management Systems (HRMS). Besides automating and centralising core HR processes, these systems can also manage your staff and allow everyone to focus on their own work. Furthermore, they can relax and feel positive!
Think about it: who has the bandwidth to remember the key details that make a world of difference to a customer’s journey when all their time has been taken up by tedious paperwork, playing catch up, or trying to remember the new SOP? Who would have the energy to take care of others when they couldn’t take care of themselves?
When you help yourself, you help others. We don’t just benefit from support, we thrive because of it. All brands need it to survive. The most successful brands in the world, in fact, are the ones who leverage this support and give back to their community.
If you want work to be more effortless and enjoyable, take charge of your internal processes with help from experts today!