Posts

Motivait, European customer engagement and loyalty specialists, are delighted that Tendam Group, have been shortlisted for the ‘Best Long-Term Loyalty Programme’ award at The International Loyalty Awards 2022. The nomination is in recognition of their enhanced customer relationships and business results enabled through their highly successful omnichannel loyalty programme.  

The International Loyalty Awards celebrate excellence, innovation and best practices across the globe. The International Loyalty Awards have returned in 2022 with a record number of award nominations drawn from across multiple continents and a broad range of sectors. The Awards recognise all types of loyalty programmes among different categories; from small-scale to international; from financial services to retail; and everything in between.  

Tendam is a leading global fashion retailer, established 140 years ago, that brings together the Cortefiel, Springfield, Women’secret, Pedro del Hierro, Fifty, Hoss Intropia, Slowlove, High Spirits and Dash & Stars brands with over 1,800 points of sale across more than 90 countries. Veterans of the loyalty sector, they launched their first programme in the 1980’s and ever since have continuously extended their membership proposition, brand and geographic reach. 

The ‘Best Long-Term Loyalty’ category recognises businesses who have been able to demonstrate the value of outstanding, established and long-running programmes which have resulted in increased customer loyalty to the brand and value for the customer.  

In 2017 Tendam commenced their strategic partnership with Motivait, based on increasing value, agility and innovation at every customer touchpoint to also underpin enhanced customer lifetime value, membership growth and profitability. Motivait’s flexible, secure and reliable loyalty solution powers their successful omnichannel strategy based on an advanced digital proposition, supported by efficient and profitable stores with highly trained staff.  

Tendam and Motivait have worked together over this period to develop and deliver a Customer Engagement strategy that integrates real-time mobile, e-commerce and in-store customer interactions across their brands and markets. Their loyalty programmes have achieved sustained value for members whilst underpinning tangible business results for the company with a 50% growth in loyalty membership. 

Ensuring both integrity and integration of data across channels and brands, personalisation and relevance, together with an uncompromising user focus, has enabled Tendam to build closer and more valuable customer interactions that deliver optimised promotions for each customer in real-time. This has resulted in 30 million loyalty members across six brands and 11 countries. 75% of global transactions are now linked to specific customers. 

Antony Jones, Motivait’s Chief Executive commented:

“It is a privilege to work in close partnership supporting an organisation such as Tendam that places the customer at the heart of their strategy. Their passion for excellence, determination to constantly strive to deliver more value and their continuous innovation in delivering compelling integrated experiences demonstrate their proven credentials in the field of loyalty.”

Find out more at: www.internationalloyaltyawards.com   

 

Read the Tendam & Motivait solution case study

 

Find Tendam

WebsiteTwitterLinkedIn

Find Motivait

WebsiteTwitterLinkedIn

 

 

With Meet Motivait we want to show what makes us special: our people. Meet Ana, one of our excellent creative and UI designers. She has an unrivalled positivity and is described by her colleagues as “cheerful, sociable and committed”. On a day-to-day basis, she is responsible for the design and execution of client projects, with an emphasis on developing appropriate imagery, video, animation and visual content to ensure an optimal level of engagement.

 

Name

Ana Lourenço

Role

Creative and UI Designer 

When did you join Motivait?

Initially in 2017 and after a break, re-joined in March 2021.

Describe what you do in under 5 words

Create and design visual content.

What part of your job do you love the most?

I love being able to transform the client needs and desires into something creative and unexpected to them – something they didn’t even know they needed. 

What do you like to do outside of work?

Amateur traveller, frequent festival goer, sports enthusiast and an experienced partier – As long as the current restrictions allow to. 

What is the best career advice you’ve ever received?

“Step away from the screen”

If Ana’s colleagues could describe her in only 3 words, they would say:

Colleague 1: “Cheerful, Sociable, Committed

Colleague 2: “Extroverted, Detail-oriented, Fun

Colleague 3: “Exuberant, Undaunted, a 10/10 Drinking Partner

 

👋 Say ‘hi!’ to Ana on LinkedIn

 

Get in touch with our team

Behind each of our engagement solutions is a team that brings your ideas to life through design, communication and technology. Meet David! Our Senior Front-end Developer. One of our most versatile employees. Passionate salsa dancer, horseback archer and Cross Fit enthusiast. David is responsible for development functions such as design, software development, code review and automated testing to ensure the delivery of high quality solutions that meet our clients’ requirements in terms of functionality, performance, security and user experience.

Name

David Rubio Uceta

Role

Senior Front-end Developer

When did you join Motivait?

I started working at Motivait in July 2021. 

Describe what you do in under 5 words

Improve client’s business through code.

What part of your job do you love the most?

Motivait is a small company that wants its employees to develop their careers, so you can take a look at what is being done in other departments and collaborate if you want and need to. When it comes to software development, Motivait gives you the opportunity to collaborate on more than one of the existing projects, so it is practically impossible to get bored.

What do you like to do outside of work?

I tried CrossFit at the beginning of the pandemic, and I liked it, so now I just want to have time to do it more often. Besides that, I’ve been a horseback archer for several years now, and now I’m training to improve my results in international competitions.   

What is the best career advice you’ve ever received?

Never stop learning.

If David’s colleagues could describe him in only 3 words, they would say:

Colleague 1: “Resilient, Professional and Detail-Oriented”

Colleague 2: “Passionate, Thorough, Skilled”

Colleague 3:  “Patient, Relaxed, Thoughtful”

 

👋 Say ‘hi!’ to David on LinkedIn

 

Get in touch with our team

With Meet Motivait we want to show what makes us special: our people. Meet Emerson, one of our brilliant Software Developers. He is passionate about aeroplanes and is a frequent pilot of small planes and jet skis. On a day-to-day basis, he is involved in planning and developing applications for customers and providing maintenance for existing software using a wide range of different technologies.

 

Name

Emerson de Mello

Role

Full Stack Software Developer

When did you join Motivait?

I started working at Motivait in June 2021 

Describe what you do in under 5 words

Requirement gathering and Software Development.

What part of your job do you love the most?

The company is like one big team, everyone works together to solve problems and create amazing solutions for our clients!

What do you like to do outside of work?

My life is very social, I go out a lot to catch up with friends, I also like to fly small planes as pilot and to sail small boats and Jet Ski’s during the summer.

What is the best career advice you’ve ever received?

Leave your emotions at home.

If Emerson’s colleagues could describe him in only 3 words, they would say:

Colleague 1: “Charismatic, Knowledgeable, Entertaining”

Colleague 2: “Optimistic, Can-do, Upbeat”

Colleague 3: “Efficient, Reliable, Never-a-dull-moment”

 

 

👋 Say ‘hi!’ to Emerson on LinkedIn

 

Get in touch with our team

Behind each of our engagement solutions is a team that brings your ideas to life through design, communication and technology. Meet Daniela! One of our great Customer Support and Operations Engineers. She’s a very decisive person and is described as “brilliant” by her colleagues. Daniela ensures that automated processes and issues are handled correctly.

Name

Daniela Roberto Fuentes    

Role

Customer Support and Operations Engineer. 

When did you join Motivait?

I started working at Motivait on 14 November 2016.  

Describe what you do in under 5 words

I solve customer problems. 

What part of your job do you love the most?

In terms of the company I love the communication between departments, the idea that everyone in the company knows what everyone else is doing makes you feel included. In my day-to-day work I like the problem solving, the investigation process we go through when we have an incident or a new request.  

What do you like to do outside of work?

Running! I usually go out in the city and look at buildings, restaurants and new things while I’m running. I try to make a mental note of the interesting places I find and then visit them with friends. 

What is the best career advice you’ve ever received?

Face incidents without preconceived ideas. 

If Daniela’s colleagues could describe her in only 3 words, they would say:

Colleague 1: “Upbeat, enthusiastic, inspirational”

Colleague 2: “Proactive, detailed, team-player!”

Colleague 3:  “Perceptive, patient, brilliant”

 

 

👋 Say ‘hi!’ to Daniela on LinkedIn

 

Get in touch with our team

“Individuality” [noun] – the qualities that make a person or thing different from others

It can be tempting to want to replicate a successful alumni engagement programme from a competing university – you know the ones, the award-winning, sector-shaking ideas you wish you had thought of first. And although it’s common-sense to recognise what works for one university may not work for another (in most cases, it won’t), the deep-rooted need to stay relevant, competitive, and to stand out in a saturated landscape, doesn’t stop you as a team wanting to reproduce ideas or variations of ideas in the hope they’ll also work in your environment.

There’s nothing wrong with adapting ideas that work. It happens everywhere and there is good reason to utilise effective, creative strategies that have made an impact in your sector. If it aint broke, don’t fix it. However, there is an argument to say it is through this default reaction to simply copy or clone, that we end up with ‘cookie-cutter’ initiatives that make their way across the university landscape, slowly becoming the ‘norm’ of alumni engagement. Behind each new university signing up is an Advancement Team looking to make a difference, hoping to achieve the level of success as the original institution. Instead, in more cases than not, there is a lack of engagement from graduates and students, leading to Advancement Teams scratching their heads as to why the programme hasn’t worked.

There are many factors at play as to why the ‘cookie-cutter’ or ‘off-the-shelf’ engagement initiatives may not be successful, including the differences at the institutions themselves. From iconic buildings and venues, to student cultures, to the cities and towns themselves that shape the universities themselves, each institution inevitably offers unique but shared experiences for their alumni that stay with each generation. What makes your university distinctive may be the reason why your one-size-fits-all programme may be failing you and that’s OK, because it is exactly what makes your alumni community special, and is ultimately your secret weapon to delivering a killer engagement programme.

UK University information statistics

Keeping the spark alive

A recent Living Liberty study revealed that only 36% of UK graduates remain in the city in which they studied, with Glasgow, Edinburgh or London based universities being the main exceptions as they tend to retain over half of their graduates on average. Furthermore, in 2018, CASE shared their latest findings on the HE landscape in their ‘Engaging for Excellence‘ Alumni Relations report, one significant figure was the total number of alumni across Europe and Asia-Pacific now stands at over 14 million (14,371,711), a figure that continues to grow each year.

The combination of these statistics alone presents an immediate consideration for any alumni strategy of programme. Time, distance and absence do not always make the heart grow fonder, and with more universities developing foreign campuses or providing courses through partner universities, there is a strong need for universities to find ways to stay connected – or even forge connections – despite the distance.

The simple fact of where your university is located can have a significant impact on how connected your alumni feel; Shift Learning’s 2020 Exploring UK Alumni Engagement Report found that there was no significant difference between types of UK universities and how engaged their alumni felt (ie Russell Group or Post-1992), however they did find a significant difference in the distance between the alumni and their institution; 22% of alumni sampled who lived 10-20 miles away felt strongly connected (scores of 9+/10), while only 8% of those who lived more than 100 miles away felt strongly connected (and 67% providing a connection score of 4 or less!).

CASE also revealed that the mean number of full-time staff stands at 1.2 per 10,000 alumni, so it is understandable why institutions take the mass approach when it comes to their engagement programmes, there are simply too many alumni to engage with on an individual level. It becomes impossible for alumni staff to have a personal relationship with every member of their alumni base, especially when engagement targets are often driven by ‘the bigger the number, the better’ quantifiable results.

Technology of course can help bridge both the gap in distance as well as the gap in alumni resources. Digital engagement platforms help provide a centralised point of contact or information for alumni to log on to. But in a world of endless distractions, saturated inboxes, constant notifications, people are increasingly exhausted and switched off by the frequent lack of consideration or personalisation for the individual at the receiving end of every news item, ping or mass email campaign.

Faced with increasingly disparate, diverse, distracted and demanding target audience, how can you make your alumni feel valued on a personal level and not just another number counting towards an end-of-year target when you are not able to actually give them that level of attention?

Recognising Individuality

As of 2019, there were a total of 164 university and higher education institutions in the United Kingdom (Statista). The UK Higher Education landscape is one of the most richly diverse in the world, with focus on nurturing independent study, debate, critical thinking, and more real-world application of teaching compared to other nations. 29 UK universities are in the global top 500, 18 in the top 100.

Motivait alumni individuality personalised experience

When marketing to potential students, universities undeniably lean into their differentiated offering. “Come study among our gorgeous buildings; investigate in the world’s best laboratory; benefit from our high graduate employability rates”. Attraction and recruitment to the university is firmly founded in what makes that specific university experience different, dynamic, and distinctive compared to any other. It only makes sense for alumni engagement to continue this approach beyond graduation through unique, differentiated experiences that attract, nurture and retain those potential supporter, volunteer and donor populations.

With the right technological capabilities, engagement initiatives can be almost automatically scaled up and made more accessible and inclusive, while simultaneously providing personalised experiences. Taking a page from Customer Engagement and Experience practices, the programmes that generate most participation and interaction for brands are those that deliver personalised, seamless, meaningful experiences that allow individuals to engage where, when and how they want. A customer centric approach revolves around utilising data and information provided to enhance every interaction throughout their journey or exploration of your platform– engaging, synchronised, attractive environments, and high performing customer-focused operations that, ultimately, make the individual feel as if everything has been made with them and their interests in mind.

By focussing on the end users that you’re looking to engage and forge meaningful relationships with, in this case alumni populations, you begin creating experiences/initiatives from a place of empathy – understanding their interests, their needs, how they will interact with the technology or expect it to respond.

Motivait alumni individuality

In an era where most of the population is aware of the data exchange for services, so much more can still be done to nurture trust and demonstrate the valuable application of consumer data. The argument being, if you’re going to request or collect data, at least use it to improve and personalise the experience by showing you understand individual preferences rather than blasting people with emails or notifications that are only in your interest.

Through technology, engagement initiatives can be almost automatically scaled up and made more accessible and inclusive. As we see consumers becoming more considerate of their personal circumstances and needs, there is a great opportunity to develop mindful experiences for them as well. Emails that are reactive but not invasive. Suggestions and recommendations that feel handpicked and perceptive, rather than random or machine generated.

Making it a reality

Universities are complex and there are many factors you could consider to determine how to deliver your alumni programme. Advancement Teams can benefit from analysing the distinctiveness of your institution and using this powerful information to design and implement effective engagement programmes for your alumni community.

Rather than looking at a programme that is successful at a neighbouring institution and using this as a basis for your next big engagement idea, first reflect on what makes your institution different and what this means for your graduates; what do they want and need from their alma mater? You need to take the time to really understand your institution and graduates.

Whatever the programme is, if you put your alumni at the heart of it, it will be more successful. University’s will never be able to truly engage with each graduate, but there are ways in which you can make them feel special enough to engage. Collecting rich data that will give you and the alumni real value, and figure out how to utilise this information to it’s fullest to design killer engagement programmes for your graduates.

In summary, know your institution, know your alumni and use this to your advantage. Utilise technology to engage alumni from afar and create ways in which your graduates can select their interest points.

 

 

 

*https://www.universitiesuk.ac.uk/latest/insights-and-analysis/higher-education-numbers

**https://www.statista.com/statistics/1084737/eu-28-adults-with-tertiary-education-attainment

^ https://en.wikipedia.org/wiki/List_of_universities_in_the_United_Kingdom_by_enrolment

In 2020, we said that we believed 2021 would be a year for reassessing and improving approaches. The very human challenges and experiences of 2020, we felt, would inevitably cause businesses and organisations to empathetically reconsider and refocus on the people at the heart of their operations. Looking back on the last 12 months there have certainly been significant changes – many of them focused on improving connection and proximity between people, their brands, their communities, and their needs.  

Employee Engagement has seen more debate and discussion than ever before (9-5, WFH, The Great Resignation), driven by necessity, by competition, and by a real shift in the previously established status-quo. Technologies that seemed inaccessible or expensive became common practice, with QR codes and apps becoming part of day-to-day life from ordering from a menu to storing medical information. 2021 provoked developments which at their core worked to enable, encourage, and connect people. 

As we say goodbye to 2021 and hello to 2022, we round up the themes and pieces that most appealed to you this year.  

Empowering the People  

2021 saw people revaluating what they wanted their life to look like and how their work fitted into the picture. After proving working from home was more than just a possibility, businesses have wrestled with how to offer flexibility to employees revaluating what they want their working life to look like, without compromising on other aspects of company culture. Companies who have embraced more flexibility for workers have then in turn been faced with challenges around sustaining a sense of belonging, a sense of community, as well as a sense of enthusiasm across remote teams whose only interface with their colleagues and the company is their laptop screen.  

While working from home may not be going anywhere soon, looking to the immediate future there will be a very real need to implement the infrastructure and solutions to support a seamless working experience across all circumstances.  

Customer Centric  

Looking specifically at Customer Engagement, the last 18 months have probably seen more need for change, reinvention, and agile responses than in the last 10 years. Supply chain shortages, haulage delays, new legislation on importing and deporting – it’s been a tough year to meet ever increasing demand and high customer expectations. It would be wrong to write off today’s consumers as easily influenced or swayed, when the reality is that most are actually looking to be impressed by services, values and experiences that stand out from the crowd. In their research into customer journeys, PwC found that people will pay up to 16% more for a great customer experience (CX), while Gartner found that 64% of customers value CX over price.  

The growing market evidence suggests that instead of being impatient for deliveries, consumers may actually be frustrated with poor communication and service; instead of fickle they may in fact be more conscious of where they’re spending than ever before. If 2021 was the year for trying to keep up with an ever-changing landscape, will 2022 be the year to utilise learnings to actually stop, listen and understand the customer?  

Sustainable Change for the Greater Good 

Since early 2020, we have all had time to think and reflect on the way we live our lives. People have taken up habits and hobbies with more interest in sustainability, nature and resourcefulness – DIY around the house, upcycling furniture or clothing, sewing masks, growing herbs, fruits, and vegetables. Outside of the home, local communities and governments have become more aware of the conscious efforts required to reengage, reassure and encourage participation in order to sustain local businesses and commerce. On a global scale, the recent COP26 conventions acted as a reminder for many that collective action is desperately needed to address the very present challenges for society – to turn the tides or slow down the devastating effects of climate change, and to support communities rebuild or reinforce their right to belong and thrive.       

Have the unignorable events of 2020 and 2021 provoked new practices that we will take with us into 2022? Could we be at a turning point for attitudes and values across society? 

Accelerating positive change through collaboration

During the month of November, the United Nations Climate Change Conference (UNCCC), also referred to as COP26, took place in Glasgow. Delegations from around the world were brought together to accelerate action towards the goals on Climate Change. With the option to watch the live events online, many citizens took the opportunity to find out more about the current challenges, imminent deadlines and what we should be aiming for in the upcoming years. The events were filled with moments of reflection, frustration and at the same time hope and optimism for a future of change, collaboration, equality, and climate justice.

The prioritised challenges at stake were: mitigation, adaptation, finance, and collaboration. However, across the different talks, sessions and panels, there was a recurring theme that struck a chord: ‘public engagement’. While raising awareness of how each individual can contribute to better and more sustainable practices, a vital catalyst of change is what we advocate collaboratively as citizens.

 

What is public engagement?

Various interpretations exist across different sectors, but ultimately it refers to how the public can become more involved in, and able to influence public decisions, policy, and action. In an age of information saturation, where citizens have endless sources of news and misinformation at their fingertips, impactful public engagement and raising awareness requires a more creative thought process. Communicating information needs an omnichannel strategy behind it, and even then, the messaging needs to cut through a lot of noise to connect with audiences. The average person now has more distractions than before, more commitments and less time to take a more complex approach in their day to day lives. Trying to increase action or participation towards more climate positive behaviours will take a lot of effort from each person and require more than just information and education. Over time, there will be a need for continuous interventions.

A good example of forward facing, people focussed public engagement is the Small Grants Programme (SGP). The initiative supports projects that preserve and restore the environment, through financial and technical aid, with an emphasis on improving well-being and livelihoods, through the ethos of ‘Think Global, Act Local’. The objective behind the programme was to create a platform where civil society and local communities could interact and share their ideas and approaches to tackle global environmental issues utilising local practices. With this concept in mind, civic engagement can have a positive impact on the interrelationship between human needs and essential environmental demands.

‘Think Global, Act Local’ focuses on tailoring products and solutions to meet customer demand. Here is where public engagement comes in. To understand what people need we must take and interpret local feedback and exchange insights concerning current issues and tendencies. Human insight is vital. It is local people that know the ins and outs of where they live and who will want their voices heard when it comes to changes and improvements. Willing positive engagement needs time, work, and trust, and public engagement is a two-way street.

The decline of citizen participation

Studies from the United Nations Population Fund show that over half of the world’s population currently lives in cities and this proportion will rise further, to over 5 billion by 2030. With cities growing larger and larger each day, local governments will quickly have to adapt to evolving needs and expectations, as well as managing higher demand on resources and services. Public and civic engagement is a key factor for growth and evolution. According to research from the Young Federation:

‘Governments and councils enjoying higher levels of citizen participation generally had stronger communities, more empowered citizens, better services for residents and were better equipped to tackle deprived and disadvantaged neighbourhoods.’

However, most research indicate that citizen participation levels are in decline. Finding opportunities to engage with your local community can be hard. Citizens do not feel as engaged with their governments for several reasons, including lack of information, incentives, time and confidence. When it comes to sustainability, the challenges often involve lack of environmental awareness, commitment and disillusionment with being able to impact or change systems. However, there are a few aspects that can improve this relationship and rapid growth adaptation to enhance civic engagement. As mentioned before, there must be time, work, and trust but it would also be beneficial to have a clear design and carefully thought-out strategy with citizens at the heart of it, accompanied by digital and technological processes.

 

Using technology to engage

Digital solutions facilitate effective and transparent communication with citizens. Using the right tools and technology can help meet objectives and establish more convenient and interactive platforms for citizens.

The public participation spectrum serves as a reference when it comes to visualizing an engagement platform. The five phases show a step-by-step process of how to improve communication with citizens and share ideas and suggestions:

  1. Inform. This is an essential factor to promote participation from beginning to end since it provides the public with greater trust and balance regarding the existing information and the possible alternatives and opportunities.
  2. Consult. It allows us to obtain feedback from different analyses and solutions.
  3. Involve. Direct collaboration with the public throughout the process. This makes it possible to assess and ensure that the different opinions are heard and considered.
  4. Collaborate. Work as a team in every aspect of decision-making, from the development of alternatives to deciding on the most popular solution among citizens.
  5. Empower. Place the final decision in the hands of the public.

 

Informed objectives, strong guidance and enabling citizens to provide opinions and feedback can prove to be a powerful solution to transform communities into sustainable and smart cities. Technological approaches can provide cities and companies with a way to greatly increase the ease and speed of creating, sharing and connecting sustainability plans. Whether it is fighting for climate change, improving healthcare, promoting public transport schemes, or even supporting a local shop there is a need for real and permanent behavioural changes, which is why community and public engagement is so crucial. By introducing digital innovations, from citizen engagement platforms to social media and QR codes, we can provide a safe and cooperative place for citizens to voice their opinion, interact, participate, and implement changes that truly benefit everyone involved.

 

Digital solutions in action

Digital solutions can make a crucial contribution to positive change by providing stakeholders with relevant and useful information. What does digital public engagement look like in action?

A clear example of this can be seen in #InOurNature: Zero Carbon Manchester, an online community engagement platform that helps residents take action on climate change. They have created a space where citizens can discover new, creative solutions to make Manchester a more sustainable and connected city. The site, delivered by various parties including Manchester Council and Manchester Climate Change Agency, provides citizens with various resources, tips, and projects, which allows citizens contribute to their sustainability agenda. Surveys are also used to gather valuable feedback on the project, alongside inspiring stories. This combination empowers and encourages citizens to make immediate changes, seeing the impact they can have and positively contributing to their final cause.

Another example can be found in Gijon, one of the most populated cities on the northern coast of Spain, where platforms of participation have been developed. Three specific portals have been created to encourage effective application of technology in the city to promote opportunities for economic development, sustainable innovation and entrepreneurship, as well as improve the quality of life, welfare and public services.

The first one is called ‘Observa Gijon’ (Watch Gijon). An ‘urban observatory’ that provides access to data related to the city’s economic administration, local government activity and health statistics. The second portal, ‘Cuida Gijón’ (Care for Gijon), is a platform where citizens can help preserve and maintain the city’s streets and amenities, encouraging personal sustainable actions and responsibility and saving the government money. In the third portal, ‘Participa Gijón’ (Participate in Gijon), citizens can learn about council initiatives, put forward their own, comment on different topics and proposals and take part in collaborative decision making.

Understanding the drives, motivations and needs of different users and user groups, and putting this at the centre of the design increases appeal to the public.

The way forward

Digital technologies can empower individuals to simply and immediately respond to issues and to the needs of others, as well as accelerate positive change through collaboration. Using innovative technological platforms establishes a greater potential for collaboration and action, by making the exchange of information easier and more effective, strengthening citizen voice and facilitating social cohesion and participation with features to enhance enjoyment and involvement (e.g. challenges, gamification and surveys).

It is becoming more imperative for governments and organizations to use sustainability as a way of engaging with communities. Governments, councils and public engagement leaders should employ forward-looking solutions, making the most of what modern approaches and technology can offer for effective public engagement, and be open to ultimately what is their customer input on what they believe is important. Promoting and establishing sustainable behaviours and becoming more proactive and community focussed can only bring rewards and results.

We often talk about wanting to be the change in the world, but there is no reason to feel the pressure of doing it alone. By designing effective solutions that will support companies or communities in getting started, once hearts and minds are won over, the rest will then quickly follow and crucially, be maintained. It all comes down to improving understanding to break down the myth that it will be more complicated than current approaches, and developing easy, achievable habits with alternative initiatives and behaviours. As we all look to do our bit in improving our ways of living, to avoid increasing even more the effects of climate change, we should bring with us and grasp onto opportunities to collaboratively work towards a better, greener future, as individuals, communities, and organisations.

As organisations across the world adjust and transform to keep up with an evolving economic and social landscape, there is much talk about the many challenges that are having to be confronted, particularly in the workplace. From managing the increased desire of employees to work remotely and flexibly, to addressing the talent shortages that exist across a number sectors – the teams responsible for managing and sustaining employee engagement are being impacted from different directions.  

How can we better attract and keep the talent we need when there are many other companies out there fishing in the same pool trying to entice the best people with propositions and perks that may turn their heads? How can we help people feel like they belong, when there may not be an office to belong to anymore?     

A recent survey by McKinsey certainly highlighted the challenge in retaining employees. The survey found that 40% of participants said they are at least somewhat likely to quit in the next three to six months. 18% of respondents said their intentions range from likely to almost certain. These findings held across all five countries surveyed (Australia, Canada, Singapore, the United Kingdom, and the United States) and were broadly consistent across industries. Businesses in the leisure and hospitality industry are the most at risk for losing employees, but many healthcare and white-collar workers say they also plan to quit. Even among educators—the employees least likely to say they may quit—almost one-third reported that they are at least somewhat likely to do so. 

Digital illustration showing an employees at work with a graphic above stating 40% of the workforce are somewhat likely to leave their job in the next six months

In my experience in HR and the recruitment sector, there is not one simple solution to this. There are a range of factors that can influence an individual’s decision to either join, stay or go, and if they decide to go, what are the considerations that are going to convince them which option is right for them. One size doesn’t fit all and the decision is ultimately a personal one. It might be the remuneration, the location, culture, belief in the vision, leadership and managerial capability, colleagues, market position, ability to develop and progress, interesting and relevant work or a complex mixture of all the above.  

That same McKinsey report highlighted that:

“employees crave investment in the human aspects of work. They want a renewed and revised sense of purpose in their work. They want social and interpersonal connections with their colleagues and managers. They want to feel a sense of shared identity. Yes, they want pay, benefits, and perks, but more than that they want to feel valued by their organizations and managers. They want meaningful—though not necessarily in-person—interactions, not just transactions!” 

Fundamentally, personal decisions are founded on how you make people feel. In other words, building an emotional attachment and engaging with them. Do they believe and are they convinced that they want to go on the journey with you? Do they understand your values? Can they see how they can fit in and perform? Did you make them feel valued and important?  Did you listen and understand their needs, wants and motivations? 

Let’s never forget that it’s a two-way experience and it’s about give and get, which is not a new concept but in the current climate, the power has shifted from the organisation to the individual. As a consequence; mindsets, attitudes and employee experiences need to be reviewed and tailored in order to differentiate organisations.  

According to Qualtrics, 55% of workers surveyed agreed that recognition for good work drives employee engagement, while employees studied tended to be at least 17% more engaged if they felt able to participate in feedback schemes. These types of investigations support the idea that engagement can be driven by reciprocity, and that if businesses make a genuine investment in their people, employees generally do tend to feel more valued and acknowledged, and in turn more motivated to commit and perform.   

When looking to provide consistent, sustainable and valued experiences for employees, consider how technology can be used to enhance existing approaches. When operating in a virtual environment, technology effectively enables scalability and accessibility; lifting or translating experiences to a digital environment with rich opportunity for additional features and interventions to boost interaction and engagement. Particularly for supporting the virtual connectedness of colleagues, or to hire on a large scale without leaning on internal resourcing, the right solutions can really make a positive impact and notable difference.  

In a world with almost endless options and solutions, there is no excuse to simply pile on tools and software that ends up overcomplicating the average day in the life of employees – especially considering budget restrictions and already saturated systems. Instead, digital solutions deployed should work to prioritise and embed the following into employee’s experiences:  

  • amplifying employee voice and feedback
  • encouraging multilevel recognition and communication 
  • embodying and reinforcing company culture and values 
  • improving the overall experience and “moments that matter” in the employee’s journey with you 
  • creating a sense of belonging 
  • seamless integration with existing tools.  

If ultimately, how the employee feels about work and the workplace will be a significant deciding factor as to whether they apply, join, and stay, then companies ought to start looking into how they deliver experiences in a way that leaves people excited or switched on. Much like how brands seek to nurture loyal, returning customers through innovative, impactful CX (customer experience), there is plenty of opportunity to apply the same dedication and care across the Employee Journey in order to nurture committed, engaged individuals eager to stay and grow.  

 

 

Does your organisation have employee engagement challenges are you looking for some inspiration on how to solve?

We at Motivait love creating innovative solutions that address real problems, do any of these sound familiar?

MOTIVAIT – Innovative Employee Solutions for Intangible Challenges

If you have managed to escape any form of “Get Back” message in recent months, you should perhaps consider yourself one of the fortunate few. As a follow-on “the new normal” catchphrase, for many the “Get Back” messaging hints at a world hoping to reassure, encourage, and incentivise: Get back to the office, get back to the high street, get back into shops, get back to restaurants, get back to going on holiday, get back to the cinema – you get the idea.

For a lot of people, the idea of a return to their pre-covid routines, habits and lifestyles is incredibly welcome. For others, going back still feels daunting or maybe even unnecessary. Most seem to be approaching things with a mixture of caution and relish, apprehension and relief. However, if ongoing debate and research tell us anything, it’s that, more than ever before, each decision we make is primarily based on personal preferences and needs. This newfound focus, requires a shift in thinking about how brands, organisations and communities engage with their audiences, working towards achieving more tailored and personalised responses.

Looking specifically at Customer Engagement, the last 18 months have probably seen more need for change, reinvention, and agile responses than in the last 10 years. The volatile political and economic landscapes are often having sudden and dramatic effects on prices across sectors, most notably within retail, and many brands are yet again having to rethink how they offer value to their customers, and how to entice and encourage higher levels of activity at a time when slashing prices is not financially viable, nor is expecting cautious customers to spend like they would in more stable circumstances. It is therefore critical to review Customer Engagement strategies and truly consider what the audience’s needs and behaviours are.

Speaking the Customer’s Language

Judging by recent research into attitudes and sentiments, consumers certainly appear to be open to new offerings and experiences. While their priorities and preferences may have changed, what hasn’t waned is the positive effect of customer centric experiences.

Whether tailoring offers, promotions and communications, or improving accessibility and innovation in how people are able to reach your brand and services, the impact on the end customer is undeniably powerful. For example, in their research into customer journeys, PwC found that people will pay up to 16% more for a great customer experience (CX), while Gartner found that 64% of customers value CX over price.

If people are still uncertain or ambiguous in their habits, and if we’re likely to continue to see differing approaches to getting back to shopping in physical stores (which had arguably already been in decline even before Covid) then we need to consider how to motivate the customer. It would be like providing and engaging customer experience from wherever people want to access the brand from, and treat them as individuals with particular needs and preferences.

Retaining Meaningful Connections

More targeted, personalised approaches don’t have to entirely overtake all strategies, but they should be a crucial part of attracting, retaining and nurturing loyal customers. After time spent in lockdowns, only interacting with the outside world through our devices, we are all collectively more eager to be seen and recognised as individuals, rather than just another number or data point on a brand’s radar.

According to Engage Hub, 80% of customers are more likely to purchase from a company that offers personalised experiences. Personalisation means more than just capturing the customer’s name and age. A customer centric approach revolves around utilising data and information provided to enhance every interaction throughout the customer journey – engaging, synchronised, attractive environments, and high performing customer-focused operations that facilitate a closeness to the brand, ultimately, making the customer feel as if the brand, services, or products as a whole are made for them.

 

What should be part of a personalised experience for the customer?

  • Omnichannel: Improving omnichannel offering that goes beyond having a presence on multiple channels, make it seamless for customers to hop between their devices and interact with your brand, whether they’re dealing with customer care, picking up an order, or saving items for later
  • Communications: Tailoring communications (emails, push notifications) to suit previous shopping behaviour and preferences
  • Trust: Enabling customers to be in control of their own data preferences: providing clear, intuitive portals for managing consent and communication
  • Relevance: Personalised offers and promotions – discounts on birthdays are a solid starting point, but promotions that are relevant to their usual spending habits rather than just inviting them to a blanket sale is even better.
  • Exclusivity: Everyone wants to feel special, especially when handing over visibility to personal or sensitive data. Their loyalty will be eroded if they feel they’re not treated differently from someone who just submits an email address and gets the same 10% off. Provide tiers, but also recognise different levels of participation to nurture and sustain meaningful connections with customers of all types.

Digital Empowerment

BCG claims growth rates increase by 6% to 10% in companies that master personalisation, not to mention the beneficial ripple effect across marketing efficiency, boosted digital sales, and stronger relationships developed with customers. The key to being able to execute personalised strategies is of course having the right technological capabilities in place. To reach end users is one hurdle, but you also need digital solutions that can facilitate, anticipate, and support closer interactions across all touchpoints between consumer and brand, providing a holistic vision of customer and behaviour.

Through technology, engagement initiatives can be almost automatically scaled up and made more accessible and inclusive. There is, however, still a need to tailor and craft experiences so that they offer users the best of both the digital and physical worlds. As we see consumers becoming more considerate of their personal circumstances and needs, there is a great opportunity to develop mindful experiences for them as well. Emails that are reactive but not invasive. Suggestions and recommendations that feel handpicked and perceptive, rather than random or machine generated. So, while digital engagement may be underpinned by technology, it does not need to veer away from the human touch, as mastering personalisation of course ultimately comes down to keeping things exactly that – personal.

 

Interested in innovative Customer Engagement & Loyalty?

Read how we help global fashion retailer Tendam deliver their integrated omnichannel strategy based on an advanced digital proposition, with over 24 million loyalty members

Read More