Phantom Shopping

Amazon, Google, and Salesforce cut thousands of jobs, suddenly, after several years of rapid growth and hiring. The aftermath has been significant, not only for those who lose their jobs but also for those who managed to stick around. Experts say that after layoffs, the remaining employees become less trusting, less committed, and less satisfied with their work. And even for businesses that have avoided significant layoffs, many employees are still on edge, given the current economic climate. That’s why, as a manager, it can be a challenging time trying to keep your team members motivated, engaged, and productive, given so much uncertainty.

Low employee morale can hurt customer experience and thereby your revenues.

So how do you maintain a strong morale to safeguard your revenue and CX? Recent Gallup data found that employees are three times more likely to be engaged at work when they feel their organization cares about their well-being, which is why, especially now, it’s important to make your employees feel seen and supported.

How should you navigate hurt employee morale?

Acknowledge what’s happening

Don’t try to brush off what’s going on or act like nothing is wrong. Start telling your people about what’s going on.

Ask them how they feel and give them the space to be open with you.  If an employee shares that they’re having a hard time, really listen to what they say and try to identify the underlying source of these concerns.

Try to be transparent

A great way to instill a sense of certainty in these somewhat unstable times is by emphasizing the information you do know. Share updates you’ve received that could help give your team members greater clarity on how to move forward and keep them in the know as new information presents. Additionally, what you know can also relate to the team’s work and impact.

Discuss growth opportunities

A great way to boost morale is by addressing the opportunities you believe can help propel the employee forward. During times of uncertainty, many employees feel unsure about their security on the team, which can cause lots of unease and distraction. That’s why it’s so important to make them feel like you see a real growth path for them and the organization as well. Microlearning platforms are a great way to share information.

Plan enjoyable team activities

Create opportunities for your team members to spend time together in a light-hearted, non-work context. Whether it’s scheduling a weekly team lunch, planning a group dinner, or scheduling a fun activity outside the office. Use Employee Surveys to ask your team about ideas to bond and enjoy time together. Even in remote work settings, it’s still possible and beneficial to organize a non-work-related meeting with the team to create space for more casual, friendly exchanges.

Thoughtfully check in

Remember that in challenging times, people may cope in different ways. So, ask your employees what would be helpful from you as their manager and how you can make them feel most seen and supported. Whatever it is, give them the space to tell you what they need, and respond accordingly.

How can we help?

With the EX Ecosystem

A simple EX Ecosystem can be as follows.

1. Employee Expectations > Voice of Employee (VoE) survey
-How do they feel?
-What would they like?
-How Can you help?

2. Find Gaps > Mystery Employment
-Mystery Recruitment,
-Mystery Onboarding,
-Mystery Work,
-Mystery Termination
-What is not according to Employee expectations? 

3. Close gaps (micro learn) > Micro Learning – Mobile learning platform
Educate your team about:
-The current situation
-Your Findings
-Action you take
-Their role 

4. Backtrack Satisfaction > Employee Satisfaction (ESAT) survey or Employee NPS (E-NPS)
Track the improving trend in morale due to the above.

Csatlakozz a Phantom Shopping családjához!