In a retail industry goods and services are sold to customers through various distribution channels and different business approach aiming to increase profits. Every industry faces its own challenges and pain points and there is no exception for retail industry. Large retailers have successfully set up the inventory management system, marketing plans and solid customer base yet they face different challenges for instance in engaging their employees and utilization of technology in business or moving from traditional approach to a modern way of operating businesses. A few retailer front liners’ pain points and solutions are highlighted below.
Pain Point 1 : Managing Ever Changing Customer Needs
Customers love to change their needs and their preferences frequently. Adapting to seasonal trends such as hiring seasonal worker, festival campaigns and creative marketing approach during festive season helps retailers to thrive and achieve their business goals. Getting rid of traditional learning methods and follow the customer buying pattern and needs determines business success.
Solution : A bite size learning such as Podcast and Vodcast and other tools that SelfDrvn has introduced helps to increase the interest and speed of learning among learners. They now understand learning is in our hands and just a click away
Pain Point 2 : Increase Training Efficiency among the Retailers
The conventional training in the retail industry can be expensive, time consuming and fail to meet the goals. The cost of getting the outlets employee can be exorbitant both in terms of time, sales loss and money.
Solution : SelfDrvn solutions harness the power of an engaging learning platform with anytime and anywhere access. No more additional 8 hours’ time for training, they can learn on the go with mobile application during the break and free time and engage closely with their colleagues.
Mobile learning or more commonly known as m-learning support learning with the learning needs and gives them the flexibility to learn and make learning more interactive and engaging. Many task and communication efforts with their colleagues can be done electronically with their own pace.
Pain Point 3 : Employee Engagement, Retention & Talent Development
Lack of engagement highly contributes to high staff turnover within retail industry, and is hitting high in several countries. Employees that stays around are working within an uninspiring work atmosphere. This leads to low engagement levels gearing towards unable to foster talent and unleash their true potential.
Solution : It’s time to roll-out #gamification in your engagement strategy. Learners tend to love your training content and wants to come back for more as they seek to top your Leaderboard with points and several badges. The retail industry is highly seeking for engagement champion and we in SelfDrvn is here to help them achieve their goals through our platform.
SelfDrvn Tailor Made Solutions
This client of us is experiencing fragmented communication across WhatsApp and email without no direct channel between HR and marketing teams. Furthermore, they lack of clear way to motivate employees across compliance, learning and performance outcomes and besides of managing customers, business and team, store manager is loaded with manual admin and coordination. Over the time this becomes a biggest pain point for our client and without further delay SelfDrvn jumped in to provide solutions.
Since internal communication is one of their biggest drawback, we focused on it and proposed the below solutions.
Onboarding – Through Quest, SelfDrvn tool, it enabled HR onboarding checklist to be paperless, and step by step walkthrough for faster onboarding process. New joiners are now able to post on News feed and access to learning material via the platform. In other words, on-boarding becomes simplified and an easy walkthrough for new workers on compliance and learning.
Aligned Communication – SelfDrvn introduced a single platform for two-way communication channel, build effective communication that drives motivation & performance with easy information sharing. Employees are now able to connect directly with HR, Marketing for inquiries and it notifies employees for HR Approval in real-time. Employee has easily access to HR application and latest product updates and promotion can be shared or announced in a single platform.
Performance – By using our platform it allows individual KPI and goals to become transparent whereby Employees have a solid understanding on day-to-day responsibilities affect the company goals. This further enables healthy competition among employees through Leaderboard and helps to identify Top Performers and Under-Performers on a real-time basis that allows faster intervention especially for those who are under-performers.
Rewards & Recognition – We drive intrinsic motivation with rewards and recognition, promote positive behavior changes through timely recognition, acknowledge Top Performers with Real-World Rewards, publicize Achievements (Employee of the Month) to create multiplier effect. On top of that, leaderboard enables achievement transparency and healthy competition among employees. The platform allows publicly recognize top performer (Employee of the month) on the platform in real-time and also incentivise employees with real-world rewards
In a nutshell, SelfDrvn has successfully supported our clients in the retail industry in managing learning, engagement, rewards and recognition as well as performance using different and customizable tools and techniques.
Employee engagement brings sense of ownership towards the organization
Engagement driven leadership is definitely a part of leadership by example or being a role model as an extraordinary leader. A leader without title still manages to create followers via engaging them and creating the importance of the presence. Many studies show that the more engaged the employee is the higher the chances of retaining them in the organization be it at emotional or at rational engagement Engaging employee and keep them motivated and retaining them in the organization is a challenging task for many.
Engaging employees is absolutely a topic of key concern among organization and talents and it sternly embeds with talent retention. An engaged employees have a great sense of ownership towards the organization and the leaders (role model), and most likely to stay longer than the other employees and contribute enormously both in their personal growth and to the organization’s success leading way to higher customer satisfaction as well as new businesses.
Leaders who fail to fulfill employee engagement soon or later have to follow the business nearest exit door. It’s time for leaders to establishing a robust reputation, attract and retain talents via in the business world of engagement as the core.
Digital integration to enhance customer relationship, employee engagement and business solutions
In SelfDrvn we work closely with renowned clients with a robust and noteworthy customer base coming from various industries and background. As we have established a solid relationship and significant reputation with our clients, they are always keen to share their engagement plan and strategy for digital integration purpose. One of the substantial learning point for us from these clients is how leaders and companies adopt and welcome ideas with open hands especially from the Gen Y. The ideas gathered through various channels such as organization climate survey, idea box, ongoing surveys and weekly/monthly meetings are then filtered by the cross teams and goes to the hands of the leaders for further engagement efforts. This clearly indicates the great importance that these leaders and organizations give to both employee ideas and concerns to further enhance customer relationship, employee engagement and business solutions.
Our client, Nettium has expressed that SelfDrvn tool has helped and supported the leaders in engaging employees especially the younger workforce. The gamification tool that we applied on them has positively resulted in leaders to be understanding their younger generation workstyle and needs, which further assisted them in solid and engaging management as leaders.
Another feature that Nettium has benefited from SelfDrvn is adopting the feedback culture embedded as one of our services to client. Employee perceive it as a 360-degree feedback tool that anonymously support in promoting the feedback culture in Nettium from their peers as well as managers. With such features, manager has embarked on their self-improvement based on the feedback given by employees and has strengthen their leadership skills along the way.
A good leader has the ability to champion this and manage it tactfully. In other words, engaging talents fuels leadership skills leading towards empowerment and retention at workplace. Extraordinary and successful world leaders involve their team and make them feel valued and engaged and part of the organization.
Transparency and rewards based leadership suits in managing the current generation workforce. Keeping this in mind, SelfDrvn has one of the features allowing employees to voice out their opinions based on the survey questions with point accumulation at the same time. These points later can be used for redemption and also use it for monthly auction purpose.
Leaders who build purpose of employee existence and work on on-going effort to engage them in the team and organization fuels sense of belonging to the organization. Employees feel connected and may be glued to such role models and those leaders always strive in engaging them in every single efforts and keep them informed.
Three key aspects of employee engagement – Motivation, Communication and Bonding
These factors can make or break working relationship and plays an important role in bringing employee under one umbrella within aligned core value and unified goals. An essential challenge is how leaders act as role model and drive the entire engagement efforts instead of being a components of engagement.
Failure to engage employee most likely leads to increased cost to the company and higher turnover. There are many leadership traits but an engaging leader is becoming more prevalent particularly in ensuring to accomplish task through employees and involved employee in. Can you recall the best leader you came across in your life? Was the leader engaging and uplift you and your career in the organization?
Start to Lead!
“As we listen to our people’s feedback, we decide to focus on a few areas to enhance our employee experience. We try to cultivate a culture of real-time recognition in our company, where a simple token of recognition for a job well done can encourage our colleagues to feel appreciated and motivated. Given that the younger workforce are digital natives, we opted for an flexible points and recognition app to consolidate our various people engagement activities into a single platform.”
Human Capital Leader, Big 4 Professional Services Firm
A prominent professional services firm
The Company is one of the “Big Four” professional services firm that provides audit assurance, tax, and consulting services. The Malaysia office employs over 2,500 employees.
How this Big 4 Professional Services firm increased employee motivation and engagement with SelfDrvn
The challenge – retention of valuable workers
The company was facing tough competition for millennial workers; a demographic that is tech-dependent and craves reward and recognition. Users of the existing employee recognition program were frustrated with the administrative burdens and lack of real-time recognition, resulting in unmanaged burnouts and subsequently leaving the organization.
The objective – enhance employee engagement and retention through the use of real-time recognition
The company wanted to improve user experience by providing point driven real-time recognition directly from managers to employees that are transparent with rewards and recognition feature for the redemption of points earned and awarding badges for the positive behaviour. The key driver for the success of the objective needed to be a reduction in administrative burdens and ease of use for employees and managers.
The solution – real-time rewards for high performing employees
Enter SelfDrvn – a one-stop solution to engaging employees as well as their managers. SelfDrvn is a user-friendly, comprehensive employee engagement digital solution. It provides a consumerized user experience using mobile technology, gamification, and data analysis to transform the employee experience.
With the launch of the flexible points and recognition app powered by SelfDrvn, the company focused on three key features of the that enabled the company to achieve its objective of managers recognizing employees anywhere, anytime and track the results:
- Badges Allocation for positive behaviours
- Report: Allocated Reward Transaction
- Rewards Transaction Report
With the features above, employees are able to keep track of points rewarded by their managers by points and badges as a result of recognition of tasks done and for performing actions like peer support, collaboration, and subsequently convert the points to vouchers that are of use to the users – all powered by a single mobile application.
To the managers, they are now able to promptly instill positive morale to the team by quickly distribute points electronically to employees who can then receive their recognition immediately.
Rewarding High Performing Talents with their gifts of choice
Based on the employee’s performance, high performing employees are rewarded with points which they can accumulate the points and use them to redeem rewards that are meaningful to them, something that they choose and truly want.
Rewards that are redeemable through flexible points and recognition app powered by SelfDrvn includes gift cards from 200+ merchants including Lazada, Zalora, Adidas, Grab, SASA, FashionValet, and more.
Achieving a high 80% adoption rate
After implementation of the flexible points and recognition powered by SelfDrvn, the use by the company’s managers began to rise immediately and significantly to an adoption rate of 80%. Within the first 6 months, over 2,000 employees received recognition and this garnered positive reviews from the users that also include the impact of more regular, quantifiable recognition by their managers. Based on a gamification model, SelfDrvn fosters participation, healthy competition and meaningful dialogue with managers, teams and co-workers.
The case for success
With constant competition for market share as well as talent, companies must invest wisely and with sufficient data to support business decisions. Historically, businesses haven’t always viewed employee engagement as a prime driver of the bottom line.
The company’s results are strong indicators that a clear, timely and transparent recognition given by managers are key to employee engagement to celebrate their efforts and timely feedback of their performance in their job activities – made easier when powered by an ease-of-use employee engagement solution can dramatically increase participation and buy-in from employees and managers.
Want to use real-time rewards and recognition for your employees too? Request for a demo on how it works here!
SelfDrvn recently held its PlaySk00L Gamification Series 2: Employee Experiences Geared for Success at SelfDrvn HQ on the 25th of July, 2018. Our participants had an engaging afternoon of learning about concepts like gamification design thinking, how to implement gamification within organisational duties, and the future of gamification in the ASEAN region.
Our Customer Success Director, Melvin Chan delivering the opening notes.
JC Ng, from our event partner Impact Volution, introducing the participants to how gamification can be implemented at work.
Our speakers line-up delivered some golden nuggets of information on gamification and its effect on organisations. Here’s a quick summary of some insights we learnt from the PlaySk00L Series 2 session!
Gamification is not all about games
You may be asking – but gamification has the word “game” in it! Well, you’re half right. As mentioned by our speaker Melvin Chan, the Customer Success Director of SelfDrvn, gamification does not necessarily need to involve complex game mechanics, such as those in modern computer games today. Gamification can be implemented on a very basic level via a rewards mechanic or leaderboard, to improve certain work (e.g. sales quotas, or resolving software bugs) or mundane office chores (e.g. refilling paper for the copier) to make them more engaging and incentivise people to continue taking positive actions.
JC engaging participants in the gamified team-building activities.
Participants used the SelfDrvn application to compete in the activities for the day.
2. A tool for enhancing the employee journey
Game thinking can be used as a guideline that serves the employee in an organisation. As with most computer games, the player is put in the boots of a Hero, who has autonomy, mastery over their roles, and are devoted to a purpose. Take Lara Croft from Tomb Raider as an example. As the main character, she has autonomy over which paths she takes, and how she takes them in the game-world, mastery over her role as a wall-climbing, puzzle-solving, trap-evading adventurer, and is devoted to the purpose of finding her long-lost father. Applied at work, this concept can evoke high-level engagement for an employee, when they are in control of the work they produce.
Our CEO, Mun Choong introducing Game Design Thinking and its application in the workplace.
3. The ASEAN market is growing
The ASEAN countries in particular have shown a strong inclination and receptiveness towards gamification in recent years. This is attributed in part by the high penetration rate of smartphones and social media in the region. The hype of gamification in the US market has somewhat fizzled out, but is just starting to spark in the ASEAN region, according to Mun Choong. This Accenture report supports the notion of gamification becoming more intertwined within workplace activities by suggesting employers to reach out to the intrinsic motivation of employees in the region, chiefly the need to belong within a community, and the chasing of status in, and outside of work. Performance management, ranking systems, and attractive incentives will not only aid in retention of current employees, but also the on-boarding of new roles.
4. Game thinking aligns personalities and career paths
In the session with Mun Choong, participants had the chance to dive deeper into their personality archetypes and personal characteristics, during the Game Design Thinking Sprint. Based on the 4 archetypes and motivations of Doers (social), Teambuilders (freedom), Visionaries (order), and Trailblazers (individual), we were all invited to explore from 12 cards in total, our personalities. As it seems, some people have different personalities at work, compared to being at home. This presented us with some food for thought: can we be truly happy if we maintain two separate personalities, depending on our environment? These personality tests can also prove useful to determine an individual’s cultural fit in an organisation, or their roles in specific departments with different requirements.
Participants identifying their personalities: are they Doers, Trailblazers, Visionaries, or Teambuilders?
SelfDrvn’s PlaySk00L Series brings together industry experts and the public to dive into current matters and topics relevant to the HR and Gamification scene. Like our Facebook page to be updated on any future events!
Start with a profound desire to understand how and why your people work.
Look employee engagement up online and you shouldn’t be surprised to see a fair few articles about making the workplace more human again. More human? With the exception of certain extreme situations, the average workplace consists primarily of humans and, in fact, is largely driven by humans. So why the need to become more human?
The reality is that while many organisations strive to incorporate best practices for a whole host of workplace-driven issues, there is often a gap (sometimes wide, sometimes not) in terms of what and how they achieve this.
Take employee surveys, for example. Speak to employers and they tell you how difficult it is to get people to complete these surveys. Speak to employees and they tell you how much they distrust it and feel it’s a waste of time.
Surveys can be tedious at times, and not contribute meaningfully in the short-term (or long-term for that matter).
Often, these surveys are akin to a theoretical exercise, cumbersome and time-consuming to run. The typical perception is that nothing will change in any significant way. As employers, we need many ways to get our finger on the pulse but once we do, what do we do with such information?
Making Use of Feedback
Some years back, Aon published their Future of Engagement Survey which indicated at least two alarming issues. First, much of the employee feedback was used to look back on rather than for predictive analyses. Second, the line manager’s role in using the employee data was often not emphasised – it was the HR business partner who was the primary user of this people data.
Don’t you agree that these two things need to shift? First, this relevant and timely data should be used in a proactive and forward-looking manner so that rather than simply examining past behaviours and action, you can take steps to address issues as they surface. Second, far more people need to be actively involved not just in the collection of employee data but the dissemination of the same. The same survey also indicated how technology was not often adopted in how employee feedback was communicated – a mere 6% used electronic means such as blog posts, chat rooms and webinars to share information.
The Challenge at Hand
This issue presents a challenge in many ways, yet simultaneously, an opportunity too. With organisations now ever more dispersed, more mobile and grappling with an ever increasing data overflow, it begs the question how we can leverage technology to ease our lives, simplify processes, automate simple tasks and ultimately, improve employee engagement across as many levels as possible.
This is why tech platforms like SelfDrvn which incorporate gamification and real-time feedback are so successful – they put the employee in the driver’s seat. They involve the employee in identifying what works and what does not as well as source new ideas about potential remedial action. Most organisations have top management defining remedial action but with platforms like these, increased employee involvement means a greater degree of ownership and therefore, greater responsibility on them, for making the workplace great again. It shifts the “I-centric” viewpoint from that of the employer to that of the employee. And that’s not a bad thing.
Businesses today face a very VUCA world, where VUCA stands for volatility, uncertainty, complexity, and ambiguity. Change today is accelerated by technology like the internet, mobile and the Internet of Things (IoT). Taxi Companies. Nokia. Blackberry. Blockbuster. What do these companies have in common? Simply put, they did not adapt and meet the rapid pace of change in the industry.
In addition, the influx of millennials into the workforce has increased pressure on organizations to become more digital. According to PwC’s Survey, the millennials will form 75% of Global Workforce by 2025. Being digital natives, 75% of millennials believe access to technology will make them more effective at work. Maggie Buggie, Capgemini’s VP Global Head of Digital Sales and Markets, noted this trend and attributes this pressure from the richer digital experiences that people have at home.
To meet these challenges head-on, many organizations lean towards digital transformation programs to retain a competitive advantage. This means exploring and implementing innovative and often fundamental changes in business operations to incorporate digital solutions and remain competitive in the current global digital economy.
The good news is that companies that have successfully achieved true digitization are twice as likely to report industry-leading growth, profitability and customer satisfaction than their competitors. The bad news? These digital transformation projects have a 75% failure rate and this is due to poor employee engagement, cultural resistance to change and a lack of strong management involvement.
Why is Digital Transformation a Challenge?
The reason for these failures is the assumption that digital transformation is all about technology. Less attention is put into COMMUNICATION, COLLABORATION and the PEOPLE who are instrumental in making the processes work. In larger organizations, the transformation process is slow, even as agile start-ups are taking up larger market shares.
Then there’s the global employee engagement challenge. Research by Gallup indicates that only 13% of employees around the world are engaged at work, and only 24% agree that the digital technology that their organization provides allows them to complete their tasks efficiently.
Meanwhile, in Adobe’s Future of Work study, 85% of employees who feel that their company’s technology is ahead of the curve, say that they love their job. This means that for any digital transformation implementation to be successful, the employees need to be engaged first.
How to make digital transformations successful?
Creating a successful and mature digital transformation requires an in-depth understanding of digital cultures in the organization, behavioral psychology, and employees’ social motivations. This is one of the reasons why we created SelfDrvn; a technology platform to help organizations motivate and engage employees using enterprise gamification while providing behavioral analytics to give managers actionable insights into how to keep employees motivated and get the best out of employees.
Enterprise gamification, however, is not an absolute, silver-bullet solution to digital transformation challenges. Nor is it just about awarding points and badges to employees and forgetting about it. Organisations must put significant thought into the design of any enterprise gamification solution to get effective results from it. Such designs must put the users—the employees—at the center of the digital transformation. Other crucial factors include getting full support from key company management, and frequent communication, especially about the progress of the digital transformation. Research by McKinsey links these (in addition to planning for continuous improvement) to an increased likelihood of success for transformation exercises.
How Does Enterprise Gamification Help?
What Can You Do Today?
If you have already started or are in the initial stages of starting a digital transformation program, you must ensure that the focus is on raising employee engagement to accomplish your organizational goals. Do this by increasing your communication with them, providing frequent (if possible, instant) feedback, recognizing their achievement, and celebrating milestones.
Digital engagement platforms like SelfDrvn makes processes like these easier to accomplish for organizations. Behavioural analytics also provide a deeper understanding of what works and what doesn’t, allowing organizations to be agiler and adapt to rapid changes.
For instance, like in computer games, enterprise transformation processes can set a goal to accomplish on the digital engagement platform. They can facilitate collaboration and teamwork among stakeholders to achieve the goal while providing instant feedback and recognition on contribution, innovation, progress, and achievements to sustain employee engagement.