There is an old saying claiming that "the customer is always right," and truth be told, no one can contradict it. Because we cannot talk about any kind of business without people buying their products or services.
As a matter of fact, if we were to compare organizations worldwide with cars, we could easily state the following: happy customers are the engine. That’s right. The customers are the ones that buy the company’s products and generate movement, which in our case translates into progress. But can a vehicle move just like that? No. It needs some kind of power source, and employees are exactly that. Why? Well, because they are the ones that give organizations the power to go forward or, of course, backward.
Simply put, the customers' satisfaction rate is directly connected with the employees' journey.
In fact, studies show that all it needs is one bad experience for a brand to lose 17% of their loyal customers, while strike two will raise this number to 59%. Yes, more than half of the people who love a company or a product are always ready to move their focus to the competition. And all it takes is for one employee not to do their job right. So, it is safe to say that supporting the best client-employee interactions and personalized experiences should be today's strategy. And that is regardless of the business type.
The good news is that building such an organizational culture is not hard. Actually, the big secret behind a superior customer experience is to have an excellent employee strategy. And that only requires changing how companies invest in their teams' happiness at work. Why? Because just as researchers from Harvard demonstrated, happiness is contagious. Thus, the happiness of your employees will easily spread among the customers they get in touch with.
“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”
This being said, we want to offer a few tips to the organizations' leaders out there:
Finally, we only have one piece of advice to give to you, the person in charge of your business. The sooner you realize that your employees and customers are not separate entities but two puzzle pieces that need to perfectly match and create a bigger picture, the sooner you'll reach the company's full potential success.
Unlock the secrets to reviving an unhappy team: Dive into strategies that transform workplace vibes and boost productivity.
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Recently, I came across a quote that really resonated with me: "Coaching is no longer a specialty. You cannot be a good manager without being a good coach."
A while back, I had the opportunity to read Barbara Kellerman's book "The End of Leadership." And that got me thinking.
There's this old saying, "there's a first time for everything." And we totally agree with that statement.
At Hapkey, we want to create a solution that gives teams more abilities to drive continuous team improvement, to be used by the leader and their team, not by the HR department.
Blue Monday, the third Monday in January, is often considered the most depressing day of the year.
It's the beginning of the year, so we decided to make a retrospective of 2022.
When it comes to human interactions, staying unbiased is no easy task. And that’s natural.
What makes a good leader? What springs to mind when you hear that question?
It's no wonder our minds are simply too weary, too tired to focus. The result? We end up being labeled as quiet quitters
Over the years, we have repeatedly raised the alarm, explaining how costly it is for organizations to have high turnover rates.
Studies show that, on average, within each working hour, employees check their emails 30 times. Yes, that means every two minutes.
Too many leaders take the easy road. They copy-paste management approaches from other companies in their context.
Studies show that, in fact, many companies don't manage to achieve a response rate of more than 50%.
The person you’re coaching finds their own path to excellence. It’s simple to explain but difficult to master.
How many employee survey tools do you think are out there? Can you even grasp such a number? Don't worry if you can't.
At Hapkey, we’ve used the following workshop to surface unhappiness factors and to — empower — the team to fix problems themselves, rather than you, the manager, being the “fixer”.
Inflexible return to office policies is hammering employee experience scores.
Specialists say that humanity already lived, back in 2020, through a recession triggered by COVID-19. However, it is considered to be the shortest downfall in history.
The modern leader is the one that shows the problem to solve and not the one who explains how to solve the problem.
It’s no secret that the COVID-19 pandemic has shifted the world, making companies review their ways of conducting business.
Each day, more and more companies realize the importance of happiness at work, understanding its vital role in retaining the labor force
By the end of 2021, more than 4 million employees had quit their jobs in pursuit for better opportunities. And that left a big vacuum in organizations.
A recent statistic shows that almost half of the surveyed workforce claims that their lives have been altered in the last two years
Recently, we raised the alarm on the Great Resignation. We took the chance to discuss the matter and offered some tips on how to tackle the issue. Yet, this being such an important topic, we decided to extend the discussion.
The secret for a successful business is to actually manage to keep the employees within the company, not just bring them into the team.
Feedback is not a one-way road. You don't only ask for the employees' opinions and leave them hanging. You have to also be able to start a conversation based on these insights and act upon them.
Ask any team leader about the decisions they make when it comes to leading their employees, they will tell you that everything they do is to benefit the organization.
Research shows that people who are assigned boring and repetitive tasks are more likely to get distracted when working outside the office environment.
Discussing an issue makes people feel more confident about finding a solution.
Each organization is unique, and its culture is cultivated in every single interaction between employees.
There is no such thing as private and professional happiness. There is just one universal happiness formed by multiple parts.
There's no secret that in order to have high-performing teams, all members need to be happy.
To be successful in business, you need more than talented people on your team.
More than often, leaders are being perceived only for their management skills.
As a general rule, people don't usually like showing off their vulnerabilities
Does happiness have to end when the workday begins?
We went looking for answers. This is what we discovered.
Recently, a study that started in 2011 presented an actual scientific link between high-performance teams and the level of happiness of their members.
Sadly, on average, people tend not to be very fond of their jobs. They see their work as a necessity but not as something enjoyable.
Management has no idea that their employees are unhappy and are ready to abort the ship
People have become more acutely aware that we need to have a digital way of working relating to HR.
Always follow up with your employees to understand their situations and problems that they might face.
Rather than focusing on engagement, concentrate on happiness.
Alexander talks about how Frank Digital works towards a happier work environment
Marija shares her story of using Hapkey at Ombori.
Hapkey's CEO, Marcus Castenfors, had the pleasure of interviewing Henrik Kniberg this week.
Hapkey's CEO Marcus Castenfors joined the podcast "Fika med oss" this week to talk about employee happiness and organizational change.