5 Transforming Workplace Facts About Generation Z

Show me a company that is not interested in hiring and retaining the best talent and I’ll show you a company that is about to go under.

Concerns over a lack of talent remain top of mind for companies that want an edge over its competition.  According to  a Gartner survey, CEOs around the world consider talent shortage to be the top emerging risk for their companies.  That, coupled with Generation Z’s (Gen Z) increasing demands for a short time-to-hire, more face-to-face communication, and a high-tech hiring process, the competition for top talent continues to grow.

With that said, here are five things to know about this amazing demographic:

  1. They are ultra-focused and work efficiently. They’re not looking for a 30-year career with a company.
  2. They’re known as the “digital generation”— they are proficient and sophisticated in navigating through any kind of social media.  
  3. They openly speak their truth to offer balance and goodwill to society and the workplace.
  4. Education is one of their core values.  While it may not always take place in a traditional classroom setting, they seek innovative ways to learn and evolve.  
  5. They believe in authenticity.  If they perceive your brand is focused on only making money and not giving back to the community, they will call you out and offer suggestions on how to make the world a better place.

Focus on unconventional strategies to recruit Generation Z.  They will be a valuable asset to your workforce.

Engage. Encourage. Educate.  And, make it a great day !

4 Powerful Ways to Kickstart Customer Service

Most customers will leave your brand if you don’t give legendary service.

It’s simple.  The quality of a company’s customer service will impact revenue. Offer gold standard experiences and revenue will increase. Deliver consistently poor service, revenues will not only decrease but there’s a good chance the company will go under.

Surprisingly, what matters most in service may not be what you think. Research shows more than anything, customers want to be seen, heard, respected, and have their problems resolved with laser precision and quickness.  They don’t like repeating themselves either! 

Dimensional Research, a market research company, revealed that 69% of consumers attributed their good experience to quick problem resolution, while 72% were irritated with having to explain their problem to multiple employees.

Follow these time-tested solutions in order to take your customer service from ordinary to legendary:

  1. A Powerful Support Team – Every employee is responsible for delivering gold standard service.  Managers are the glue that hold the company together.  They’re responsible for encouraging, training, and motivating all members of the team.
  2. Purpose and Values – Ensure all employees (a) are on board with the company’s vision to serve (b) have a sense of strength and solidarity for the company’s success.
  3. Recognition and Appreciation – Give the team positive feedback and recognition in order to build esteem and enhance a feeling of value and accomplishment.  This will build morale and create happy employees who will deliver exceptional service.
  4. Journey to High Performance – You want team members who are committed to being great, who think in terms of “we” rather than “you”, “I”, and “me”.  You want a team that will anticipate client needs and deliver ultimate luxe.

Strive for Michelin star ratings.  Give such personal and detailed attention as to make clients feel as though they’re the only customers on your books.  And above all…

Make it a great day!

Ask 5 Questions: Then Pandemic-Proof Your Small Business

Customer service delivery has become more complex thanks to a global pandemic.  It is the customer who has leveraged control and has demanded a positive experience, not the company.  

Nearly overnight, the COVID-19 pandemic elevated the importance of delivering fast and accurate digital experiences to customers who found themselves cut off from conventional ways of doing business.

According to a global study by ESI ThoughtLab and ServiceNow, a measly 27% of companies have transitioned from recruiting underperforming in-house talent to high-efficiency automated systems in order to deliver top drawer customer experiences (CX).

So, what’s at stake?  Profitability.  As you answer the five questions listed below, consider whether your responses match what’s in your pandemic plan, company core values, mission statement, and corporate culture philosophy:

  1. Has your team developed skills to create a digital customer experience (CX)?
  2. Have you identified the touchpoint that matters to your customers?
  3. Has your team aligned its objectives & key results (OKRs) with CX?
  4. Has your company consolidated data into a single customer view?
  5. How much progress has your team made toward providing a personalized CX (creating personas specific client demographics)?

The largest returns from CX initiatives come from positioning the right people, processes, and technologies in the right departments to deliver a superior experience time after time.   According to ESI ThoughtLab and ServiceNow, almost 50% of global leaders reported a moderate to large ROI due to maintaining an efficient and  personalized CX platform, versus only 22% for others.

You may have already implemented the necessary safety measures to protect employees and clients from further complications of COVID-19 and future disasters; however, it is also important to know that protecting and growing your small business is about finding ways to anticipate the needs of your clients and to deliver superior service with laser precision.  Trailblazers constantly search for ways to implement state-of-the-art safety and delivery systems that will benefit both clients and employees as well as local and global supply chains.

Remember, clients are your “why”.  Show them that you are in this for them and with them.

Make it a great day.

3 Ideas to Attract Gen Z to Your Company

How to Attract Generation Z Talent

Generation Z is bombarded with online information at all times so companies need be sure that job postings capture and keep their attention.  Job postings should be short, engaging, and mobile friendly.  Adding short video on YouTube, Instagram, or Facebook that tells them about life at your company will grab their attention and prompt them to look closer at your company.

Here are three more ideas on how to attract qualified Gen Z prospects:

1) Provide growth opportunities.  Dog-friendly offices and daily free lunches are not the magnet for Gen Z as it is with Millennials.  Financial incentives and career advancements are the ticket that will draw them.  In fact, according to LinkedIn, almost 60% of Gen Zers want to learn professional skills in order to make more money.  They cite Entelo, a recruitment software company, as awarding all of its employee $1,000 each year to spend on continuing education and professional development

2) Gen Z expects workplace technology to be state-of-the-art and operate with optimal speed.  According to Dell Technologies, 80% of Gen Z students aspire to work with cutting edge technology and 91% say technology would influence their job choice.

As artificial intelligence (AI) continues to invade our daily lives, workplaces need to determine how to keep up and make use the skills that young digital natives (Gen Z) possess.

3) Champion their independence and entrepreneurial spirit.  According to ServiceNow, Gen Zers want:

Professional growth/learning opportunities: 37%

  • Interesting and relevant work: 29%
  • Remote work location/flexible work schedule: 25%
  • Job security: 25%
  • Worklife balance: 23%
  • Reputation of the company as a great place to work: 23%

Keep in mind that Gen Z embraces, authenticity, truthfulness, and empathy…all the more reason that the foundation of your corporate culture and core values should be based on inclusion and belonging.

Make it a great day. 

New Standards: Service Sparking Community

What is keeping you up at night during this global pandemic? How is the public rating your company’s product/service on social media?

Marketers are saying that the impact of social media is so strong that companies have changed the way they set out to attract customers to increase sales.  In fact, Fortune 500 companies revamped their marketing strategies to appeal to “social media influencers” due to the power they have on consumers’ purchasing decisions—many have 500,000 and more followers.

In their book, Raving Fans, Ken Blanchard and Sheldon Bowles introduced the concept of raving fans—customers being so impressed by an amazing experience, they can’t stop telling everyone about it.  

Prior to the onslaught of the social media craze, raving fans would communicate their experiences by word of mouth.  Now, social media magnifies the reach to global proportions. Everyday, raving fans create virtual communities in which businesses are lauded or given a poor review.

Take a look at your own company to make room for improvement.  Set the industry standard for delivering amazing experiences.  For example, create and implement a signature value proposition that sets you apart from the competition.  Encourage your team to bring ideas to weekly meetings that reveal how they will create lasting memories for each client and their families.  

Also, assign a team to go online and research your product/service/company.  Evaluate how your team responds to positive and negative reviews.  Do prospects and clients know that you take full responsibility for any short falls of customer expectations?  If so, where is it expressed?  As a statement on your social media? your website? your email signature block?

Reach out to us, we’ll show you how to score big with prospects and get repeat business with existing clients.

Make it a great day.