Webhelp hosts industry discussion on generational differences and their impact on CX

Webhelp hosted the second of our Disruptor Dinners at the Shangri-la at the Shard in London yesterday, as part of our highly regarded yearlong series, which examines and identifies significant disruptors of Customer Experience (CX). This session looked at the impact of changing generations on the marketplace.

This comes at an exciting time for Webhelp, with an international rollout of a new brand identity and vision to “make business more human” forming the backdrop for this event.

At Webhelp, we witness our people working smoothly in collaboration, across generations, guiding each other through difficult situations and dealing with complex customer queries. However, the night raised some interesting points on the importance of understanding who your customers are and using the right ‘voice’ to reach them.

David Turner, Webhelp CEO, was passionate about the value of this series, and its capacity to change the game, saying:

“I was delighted to host the latest Disruptor Dinner in London. There were some great insights and discussions made by a mix of current Webhelp clients and industry experts.
I am keen to continue the momentum in our next event on Emotional Connections.
We will continue to ‘Think Human’ as this growing group of independent guests promote innovation, share fresh ideas and inspire collaboration across the sector.”

To stay on the cutting edge of public opinion, read our new Generations Whitepaper and discover how to compete and thrive in the rapidly changing demographic mix.

Watch this space for more details, as we prepare to launch the next chapter in our Disrupter series, looking at the impact of emotional connections on CX.

For more insight into this fast-developing topic, sign up to receive fresh insights and invitations to executive events with our Webhelp Disruptor Series campaign: https://www.go.webhelp.com/disruptorseries


The Game-Changer Mindset

New business ideas that are channeled towards creating innovative products pop up every day, however, very few of them manage to change the status quo in their respective fields. Executing an idea is just as important as the people who drive that change – they are a critical success factor of the project.

“Don’t just play the game - change the game. The goals are to create, improve on, and innovate around best practices in order to find next practices” - Mike Myatt

Game changers are people who cause transformational change in their organizations from the ordinary to exceptional by being;

Relentless

In their pursuit to make a difference, game changers such as Jeff Bezos and Richard Branson recognized for their big ideas stayed relentless and committed.  They work extra hard to turn their dreams into reality. Such successful leaders are committed people who know potential is of little value if it does not materialize at the right time.

Original

Game changers are not copycats! They challenge the status quo by breaking conventions and encouraging diversity of thought. In today’s competitive markets, being unique and different is essential to gaining competitive advantage. Being original in your way of business will help you gain a long-term distinctive edge.

Purposeful

Game changers that are inspired with great leadership are nothing short of aware. They are not only self-aware, they are also aware of the emotions and needs of others. Their character possesses a precise blend of intrinsic curiosity and extrinsic focus. Being in touch with a greater purpose, they understand the value of serving other people beyond themselves. And for you to be a real game changer, your purpose should inspire, serve, help and improve the livelihood of others.

Smart

The world’s greatest problem solvers either had profound expertise or partnered with people who did. Taking Steve Jobs as an example, he had an immense vision about enhancing the user experience of their customers nonetheless, he needed his teammate Steve Wozniak’s engineering skills to turn the idea into reality. True game changers build their ideas swiftly and sustainably. They build upon themselves to catalyze other opportunities in the future.

Daring

Our fast-paced business world causes constant market adjustments, sales fluctuations and tight profit margins. As a result, staying aware of where your service or product life cycle is, allows a business to timely strategize and implement necessary changes in order to ensure ongoing sales and profit.

Furthermore, owing to the market dynamism, a product or service that is relevant today may lose its relevance tomorrow. The market awareness of what’s in and what's out and who the new players are is paramount in ensuring what you offer your clients is relevant and in demand. Facing challenges head-on with commitment and enthusiasm helps organizations to grow and to do better.

Empathetic

Being empathetic in the workplace bears meaningful and concrete returns. It helps to sustain a company for the long term. Empathy enhances the understanding of your customers’ pain points and how you can solve them, as well as making you better at problem-solving and innovation. It’s important for understanding your staff’s development needs as well as motivating your team.

At Webhelp, we’re an intrinsically human company – a community of passionate game-changers who strive to make a difference in the lives of people and businesses. We bring together highly competent and fun-loving people and give them the freedom and tools they need to look after our clients’ customers as if they were their own.

With creativity and innovation as part of our core, we keep our minds open to finding new ways of working that break the codes and help us drive success. As a team we dare test new approaches, and even if we may stumble sometimes, this only means we learn and grow. Being brave enough to innovate helps us change the game.


Clients at the heart – they are kings!

Years of customer research show that if a company delivers a good or a service that is scantly “acceptable “sooner rather than later, a better provider will snatch them from your customer base. It is thus paramount for organizations to understand their clients’ delights, expectations as well as their needs. This can be achieved through splitting the product and services in three categories namely:

Must haves – this category includes elements that clients expect to receive. And an increase of customer satisfaction is directly attached to it. This means any omission of the must haves that were agreed upon may lead to a blatant CSAT decrease if these issues are not acted upon.

Nice to haves – these are elements of products or services that aren’t necessarily expected nonetheless, they enhance a client’s life and consequently drive satisfaction higher when effectively delivered.

Differentiators – this stage distinguishes a company from its competitors. Customers do not expect them but are delighted to receive them e.g. when companies go the extra mile to fulfill and exceed the clients’ needs.

In putting their clients at the heart of everything they do, businesses and brands have a direct impact on their own success, for various reasons such as;

Protecting this key asset

There is no company that can operate without its clients. In fact, clients are indeed the cornerstone of conducting businesses. They may be fellow partners who have collaborated with you, or customers who purchase from you. Undeniably, they are a crucial factor for the success of any business.

Nurturing brand ambassadors

Is the customer, always right? While this may not always be true depending on the situation at hand, customers are key to your business success and you are responsible for how they perceive your business. And because a customer’s perception is their reality, a company’s brand identity & mission statement should not only resonate with but also be reflected on your way of business so as to turn your clients into your brand ambassadors.

Retention

Many companies allocate a huge budget on attracting new clients when all they should first secure is to keep the existing ones happy. Implementing this strategy enables a company to elevate their sales through cost reduction and referrals to their contacts and/or business partners.

Prosperity

Winning or losing a market share all depends on how a brand wow’s its customers. A good place to start is with segmentation. Understanding the different clients you work with and tailoring your approach to meet their needs guarantees your clients’ satisfaction and loyalty. Consequently, this allows for an increase in sales and the sustainable growth of your business.

At Webhelp, our clients are at the heart of all we do. We offer a full-service set of customer experience and business solutions for our clients across the globe. From customer experience solutions & consultancy, social media moderation, helpdesk & specialist support to payment services through voice, social and digital channels.

Our tech enablement team is always at the forefront of tech. They focus on bringing together client needs with innovative solutions which enhances the customer experience with AI powered solutions and voice analytics amongst other innovative tools.

By putting our client at the heart, we form true partnerships driven by a sense of shared purpose. Each and every one of us is the face and voice of the numerous brands we work for. By putting ourselves in their shoes and ensuring we truly understand them, we not only provide the best experiences for their customers, but also help our clients to grow. Their success is driven by our ability to go beyond the norm.

We hold our client’s best interest at the heart of the company and work towards improving their business as if it were our own.


Strive to be happy – it never goes out of style

For many decades now, happiness and work weren’t necessarily associated with each other. Work was a place where employees got in, got the job done and clocked out. Happiness was perceived as a thing for your free time. However, years of research prove that happy employees are central to a company’s success. The work output improves when happiness is the norm.

Workplace attitudes affect every person in the organization, from the management to employees and even to the clients. Attitudes plays an important role of enhancing the prevailing workplace environment which determines employee morale, performance and team building abilities.

When your place of work is all about promoting a positive culture and environment, coming to work every day is embraced with pure joy.

A research conducted with  iOpener Institute found out that;

  • Happy employees stay four times longer with their companies
  • Happy employees dedicate twice as much time on their tasks in comparison to those that aren’t happy.
  • Happy team members are 65% more energetic than unhappy employees.

Suffice to say, happiness isn’t just a bonus, it is as a matter of fact a necessity for any high-functioning organization. International leadership advisor and author Annie Mckee states that,

“when we are unhappy, our brains tend to disengage, effectively decreasing our capacity for creativity, critical thinking and a wide range of other core functions.”

So what are the benefits of happiness at work?

The contagious effect

Isn’t it fun to work with fellow happy colleagues? We can all agree that happiness is indeed contagious. Taking joy in your work makes you an excellent role model to fellow colleagues as this encourages them to have fun at work.

Moreover, brands are looking to create the best, positive experiences for their clients. Helping others could just be the secret to living a happier, healthier and wealthier life.

When happiness is your business model, a great company culture is created which strengthens your brand and fuels a purpose that underpins all internal interactions with employees as well as external touch points with clients.

Creating a purposeful company with delighted customers and an engaged team forms deeper human connections owing to the authenticity from a human level and not a commercial point. Keeping your customers happy is central to retaining their trust and loyalty.

The right attitude

Having a happy attitude at work increases your self-confidence and cultivates greater performance by increasing productivity and a nice environment to work in not only for you as an employee but for the entire organization.

The supportive climate

Having a positive outlook and full engagement makes you more willing to support fellow workers and also enhances positivity around all other projects. When you are happy, you automatically become approachable and any employee who struggles with something is more likely to ask for support if it is needed.

The stress reduction

Despite our daily challenges at work and in our private lives, it is important to try and remain calm and concentrated while at work. Stressed-out employees are distracted employees.  And this normally puts a dumper on the productivity. Happiness keeps tension at bay. Making the effort to be happy even during such times, reduces stress and worry which leads to an instant productivity boost.

At Webhelp, our business is built on our core values, integrity, commitment unity, and recognition, all building the WOW effect together. Fostering a workplace that is creative and fun, we support our colleagues in their journey of reaching their full potential.

Ultimately, we celebrate our wins together no matter how big or small they are. This showcases our passion and also reinforces our connection with our fellow colleagues and the clients at large. That’s why at Webhelp we strive to enjoy every day.


Creating champions through emotional connections – the advantage of being people-first

While the production equipment was considered to be the greatest asset of a company during the 20th century, the most valuable asset for companies in the 21st century is its people. Accounting for almost 85% of a company’s assets, employees’ expertise and competence plays a vital role in the growth and development of a company. Making sure they feel valued and recognized for their work is key. They work with stronger intrinsic motivation, a deeper sense of meaning, and a greater level of engagement. Going the extra mile becomes natural because the employees devote their efforts to an organization that cares about them.

And as our lives become more technology driven, customers now have more power and a wider selection of choices than before. It is easier for them to compare brands and product reviews before making an informed purchasing decision. Due to this, product satisfaction alone is no longer enough. For a company to earn the trust and loyalty of today’s customers, understanding them on a personal level is essential, and pushes the need to build emotional connections through;

  • Trust – it increases customer advocacy

Despite it taking more effort to obtain and maintain a personal connection with customers, the bottom-line is always worth it. Once the connection is made, the returns are much more than loyalty because a vocal and engaged advocate for your brand is born. Along with staying loyal to your brand, they also extend your brand reach through promotions, referrals, social sharing and word of mouth.

Prioritizing mutual trust and respect creates genuine connections to your brand. A big brand like Starbucks focuses on the connection and not the transaction through incorporating best practices that strengthen the connection. Additionally, the consistency breeds credibility and once companies showcase their willingness to fulfill the needs of their customers, they reward you with intense loyalty.

  • Rallying your tribe

Knowing what makes your audience tick enhances the connection to your brand. Staying genuine during your messaging and interactions and consistently aligning all touch points to your brand’s value proposition attracts those who are a strong fit for your brand. A strong community is always well connected with members who share mutual goals and ideologies. It is important for companies to enable seamless communication with the customers to show them that you hear them and respect their views.

  • Encouraging employee advocacy

No one knows your brand better than your employees. They not only interact with your brand daily, they are also the first people to work on a project before the public sees the final results. This exclusive access generates excitement within your organization as well as empowering employees to be the brand advocates.

And because employees are an integral part of implementing the services of any business, investing on their satisfaction directly affects their efficiency and performance. Happy employees = happy customers = happy clients. It’s thus important for companies to align people with their strengths and to also integrate flexible work schedules which will enable the employees to take care of their personal responsibilities outside of work.

Now more than ever, organizations have the potential to deeply connect with people. At Webhelp, we recognize the power of being a people-first organization, by focusing on the people, whether they are our employees, our clients, or their customers. Our focus is not only on increasing sales and profits, but rather on our people first. By keeping all stakeholders happy and satisfied, we create strong and meaningful relationships with our clients and a wow place to work in for our employees.

Our strong culture enhances our performance, higher revenue, client loyalty, operating margin and total shareholder return.  We inspire people and energize our employer brand to not only draw in but also to retain top talent by creating a sense of purpose and excitement.

Taking pride in our diverse workforce, our different backgrounds and varied perspectives is what unites us. We embrace new ideas and provide opportunities for team members to work together across different time zones. And thanks to their continuous hard work and dedication, we continue to grow sustainably.