We’re in business to create these ‘human-centric business environments’, so let us explain to you what we think that actually means and why it is crucial to your business.
Your People’s Expectations
Your people’s expectations are increasingly changing and have forced organisations to step it up.
As Minouche Shafik told the world in 2018: ‘In the past, jobs were about muscles. Now they’re about brains. In the future, they’ll be about the heart’. Throughout the years, (prospective) employees’ needs and wants have evolved significantly. Forbes reports, ‘To truly enjoy their jobs, employees must feel that their employers respect them and will provide them with what they need to be successful in both their professional and personal lives.’
The same goes for your customers. Today’s customers expect more, such as empathy, proactive service, risk free safety, personalized interactions and connected experiences. Anne Hunter, Head of Product Marketing, DISQO, predicts: ‘The pandemic has only accelerated already rising consumer expectations for corporate authenticity, requiring brands to be more transparent about their sources and to build relationships with customers based on consent and trust.’ Anthony Bartolo, chief product officer at Avaya adds that ‘We’re seeing the rise of human realness in the way work gets done, and it’s an exciting breakthrough that I hope stays with us for the long haul.’
People are hardwired for connection, love & belonging. When we feel looked after and understood, we trust. And when we trust, we will advocate and return the favour. Not only will trust create loyalty and a mutually beneficial relationship, it also contributes to less stress and worry, and makes people generally happier and kinder to the world around them.
Imagine a world in which organisations can inspire, nurture collaboration, and create authentic experiences for their people that are simple, purposeful, and enjoyable?
Being human-centric as an organisation means putting your people first by making decisions based on what’s best for those experiencing your service or product, and those involved in making it happen. It means putting humans at the core of your organisation and taking good care of them. To be confident in a human centric approach, organisations will need to look at their people through an empathetic lens to understand what it is they really care about and to understand the ‘why’ around their motivations, attitudes and behaviours. Those insights can provide organisations a solid path towards the future.
Combine this approach with purpose and strategy and you will have a killer combination.
Emerge Stronger With Your People’s Loyalty
As McKinsey reports, organisations that deliver distinctive and human-centric experiences, have a clear purpose, and develop a long-term strategy to mitigate risks, will emerge from challenges (such as the pandemic) with stronger operational resilience, better agility, and sustainable competitive advantage that can better respond to a changing economic context and any future shocks. Organisations that can move toward human-centred service operations will have the opportunity to emerge stronger and with justified people loyalty.
If you’d like help adopting a human-centric approach for your business, we’d love to hear from you!