 |
|
|
|||||
In recent months, weve seen a wave of companies (including Amazon, JPMorgan, and Dell) and the federal government announce plans for a full-time return-to-office for workers. Other companies have slowly increased the numbers of the days they require in-office weekly. The subsequent pushback from many employees has been intense, with workers signing petitions, opting into coffee badging routines (where they swipe their badges, grab a coffee, and head home), or quitting all together. As multiple elements of psychological safety are broken by actions such as these, there is often some collateral damage. After accepting countless changes needed to survive and thrive over the past few years, employees thought they had found their grooves. Therefore, when changes that were viewed as working well are amended or even nullified, workers feel justified in being upset. If up to 70% of team engagement can be attributed to ones manager, how, then, should managers guide teams who are feeling let down by the organization? When companies remove the remote flexible work arrangements they have come to enjoy and expect, how can you remain an authentic leader when your teamand youmay be feeling let down? Does anybody care what we like? One of the greatest tools leaders can employ to demonstrate their respect toward their employees is how they validate their emotions. Employee engagement has long been measured at an organizational level as an indicator of organizational effectiveness and workforce retention. Whether via large scale annual surveys or team-based conversations, employees will usually respond if asked how they are feeling. In aggregated findings, flexible work arrangements and ability to work remotely (at least some of the time) have shown positive correlations to employee happiness, augmenting this sentiment by as much as 20%. Combined with other studies that indicate that happier workers are up to 20% more productive, many thought that hybrid and flexible work arrangements were here to stay. However, for as many different means as executives use to determine levels of employee satisfaction, they seem to be ignoring sentiments that support flex-work and flex-time sentiments. Beyond this, as many companies are eliminating their diversity, equity, and inclusion practices, employees are not only feeling their opinions are unheard, but they are also not feeling welcome. This sentiment has the potential to create significant ripple effects since, when employees share whats on their mind, they will only feel heard if listeners meet their subjective needs and expectations. Thus, despite many reports indicating flexible work has increased productivity and job-value satisfaction, employers are catching the RTO wave and calling employees back to the office. Employees are, therefore, apt and justified to feel resentment. This may be an indication that companies are not listening, or perhaps employers simply believe that being in the office will (eventually) equate to higher productivity and/or engagement. Whatever the reason, companies initiating RTO do not appear to be weighing employees desire to continue to have flexible working arrangements. Gallup reports that overall, U.S. employees daily negative emotions have been and remain elevated above pre-pandemic levels. If employers were really listening to their people, they would likely hear that workers have settled into flexible work and appreciate its attributes. There are likely opportunities to fine-tune or tweak how it is managed, but abrupt RTO announcements have made the news most often because employees did not see the change coming. When employees are happy with how things were but sense a change is underfoot, they will look to leaders to make sense of it all. This can be extra tricky with RTO policies, especially if you also appreciated your own flexible work arrangements. Thus, when it comes to leading the initiative to return to the office, a first step will be to determine how members of your team feel. Next, it will be to remain empathetic during the process, rather than trying to manage the change. Change Versus Transition: Making Sense of Whats Happening In 2020, the world hit a pivot point: Life as we knew it changed and, as a result, how and where we worked did, too. However, as managers we need to ask: Did we change, or did we actually transition to our new reality? Determining this distinction is quite relevant, as identifying what is happening bears significant influence on effective management. We tend to interchange the ideas of change and transition. But they actually have a slightly different meaning. We know when were experiencing change when external events impact how we live our lives and/or interact with others. Interrupting how work is done with a policy shift is therefore a change. Thus, when the COVID-19 pandemic necessitated people to stop working together in formal office settings, this was a change. Meanwhile, according to the Bridges Transition Model, a model focusing on phases of emotional experiences and reconciliations, a transition is an inner psychological process that we experience when we internalizeand then come to terms withthe new situations that change brings about. Learning to regulate individual productivity and the cadence of remote-office workdays was therefore a mental transition. While the change to remote work was almost impossible to plan for, developing a longer-term management plan was encouraged in tandem. However, in retrospect, it seems that many of these suggestions focused on the macro/organizational level, such as codifying company standards and practices and instituting training. Helping workers to become comfortable with their new reality was not a priority, and many fell into ruts of anxiety, burnout, and depression. However, those who elected to stay in their roles made mental adjustments, got into a new groove, and transitioned into a comfortable new-normal. The Center for Creative Leadership, a nonprofit focusing on leadership development, advises leaders who manage change to bring their team members together to create a shared vision around desired goals. This was not done with the switch to remote work, as workers were abruptly sent home because of health risks. And now employers are again sending this signal with blanket RTO initiatives. Some leaders may view changing work modalities as just going back to how things were, but for employees who had mentally transitioned to their new normal, its more than that. For the second time in five years, employees are realizing that what they want and like about how they work does not matter to their supervisors. If they are not willing to return to the office, their jobs will not be theirs. So its no wonder that many employees are sending their own signal: They are not happy being called to the office and many are indicating they would rather quit. Putting It Together: Transitioning Through Change While there are surely some organizations that are bringing people back to work just because they can (and do not have more of a rationale than that), most companies will have done some due diligence to make the RTO decision. Whatever the reason, if your company is going to institute a change in work modality, you will need to accept the decision, and then lead your people through. What if, instead of trying to manage the team through a change, you are empathetic to the unique needs, wants, and levels of acceptance the individuals on their team are experiencing? In other words, instead of focusing on the RTO change, focus on helping the team transition through the ending of what they are used to and will likely miss? Employees who were given the opportunity to work from home or who had flex-time or flex-space work arrangements have become comfortable in how they do their work. Whether they adjusted post pandemic or were hired into remote or hybrid roles, employees established a comfortable rhythm of work and felt trusted and empowered to work remotely. No matter how well justified RTO initiatives may be, individuals will feel shocked and angry, and may even try to deny that their old way of life is ending. It is very likely that they will grieve the loss of what they had become accustomed to which may manifest in sadness or anger if gone unattended. To approach a change that impacts a way of life by using company policyobjectively saying this is what has been decidedwill not feel good. At the same time, trying to make people feel comfortable by telling them it is not a big deal or that they will not notice the change after a while will also not likely work. In times of transition, a leaders imperative is actually to help people feel like they can be successful despite being uncomfortable and temporarily unhappy. Empathetic leaders who recognize their team members are struggling with a transition will create opportunities to foster dialogue. This may entail acknowledging that the situation is difficult and reminding the team that they have experienced challenges in the past, but the commitment to working together toward organizational goals while upholding organizational values has never waivered and will not change now. Then, leaders will listen to concerns while seeking to abate confusion and uncertainty by answering questions about what a change means, what it means to them, and how it will impact interactions with systems and with their colleagues. They will also not hesitate to offer direct feedback to their team members about how the change is going to impact things at an organizational level. For example, if RTO is a company-wide ordinance, leaders will want to explain how office space will now be managed in a way that may enhance team interactions and/or encourage team building. If relationships are nurtured in this way, it is reasonable to expect that most employees will progress to a calmer state of acceptancewhat Bridges calls a neutral zone. As a leader, you can follow up on what you hear as an employee advocate. You can find the right time and ask your own supervisor your why, what, and how questions such as: Why is the company doing this now? What metrics/data demonstrates that returning to the office is appropriate? And what lift do we expect to see (productivity, efficiency, retention, etc.) with RTO? How will we accommodate employees who have made plans assuming we were going to stay remote/hybrid as we said we would? If you do not feel the answers you receive make sense, its also okay to talk with Human Resources. Remember, you are not only asking for yourself, you are asking for the people you are leading. Authentic reconciliation: You and the change Change is never easy, but it can be the impetus for a new beginning. Leaders who take the time to respectfully listen to how team members are feeling will also need to remember that what they do with what they hear matters. The goal will be to help team members make sense of what is changing, then determine how they can effectively contribute as part of the new environment.
Category:
E-Commerce
After bottoming out during the throes of the COVID-19 pandemic, the perception of conscious consumerism has ascended to new heights in recent years. On the surface the statistics are headed in the right direction. The majority of Americans believe it is important to support socially responsible products and services, and the majority have done so in the past year. Additionally, roughly a third of the country plans to spend more with such brands in the year ahead. But while the headlines suggest a cause for celebration for people selling to conscious consumers, the underlying data in the results from our agencys annual Conscious Consumer Spending Index tell more of a cautionary tale. Despite seeing a steady rise in socially responsible spending (three of our Indexs top scores in its 12 years have occurred within the last four years), one of the more concerning findings this time around was an all-time low in success rate for Americans in terms of following through on their intentions to support socially responsible brands. The big culprit for this disconnect? Price. It is easy to find research that affirms that consumers prefer to shop locally and will pay a premium for doing so. It is equally simple to confirm that consumers say they will pay more for socially responsible products and services. Unfortunately, these results are far more aspirational than they are realistic. Year after year, our Index shows that consumers prefer to shop at stores offering a buy one get one versus those offering to give a like product to someone in need or make a charitable donation for each purchase. Meanwhile, more than half of Americans say the price of do good products and services deterred them from following their hearts and supporting conscious brands. That tracks with other research showing that the majority of Americans want to shop local more frequently, but also cite price as the biggest barrier. In the same survey, almost 30% of Americans said they were morally opposed to Amazon, yet the vast majority of these people reported they shop there anyway. For the past 10 years, weve been asking Americans to name one socially responsible company or cause. This is unaided recall, so we dont provide options. Its up to respondents to come up with a name on the spot. Amazon has topped the list for six years running, while Walmart is always lurking near the top as well. Amazons reign at No. 1 on this list has been perplexing for years, but maybe theres a contingent of Americans trying to justify the fact that saving money is trumping morals. At the same time, online retailers such as Shein and Temu are invading American households on the daily. Research suggests that 152 million Americans use Temu regularly. It is the third most popular shopping app among millennials. There are obvious questions being posed about how socially responsible such sites are. Whats clear is these sites are offering products at significantly lower prices, and thats enough for many to click buy now. All of this tells us that consumers continue to be price sensitive when it comes to do good brands, and that when the economy is harder on the average American, this price sensitivity naturally increases. It seems fair to suggest that we need to double down on educating consumers that the price of a product or service does not equate to its costor its value. We have to push consumers beyond price as the determining factor, which can be challenging, particularly when 20% of American households say their income has fallen in the past year. For conscious consumerism to see continued growth, or at least avoid a cold plunge, we have to make stronger links with consumers and reframe the value prop of local, do-good brands as they shop. Just like we expect companies to lean into their purpose, even when profits suffer, we have to hold consumers to the same standard. Its entirely a different scale, and entirely a different proposition altogether. However, purchasing locally sourced, higher-quality products while reducing overall consumption could lead to less pressure on the pocketbook while fueling higher success rates on purposeful intentions. The problem is the average consumer isnt doing this mathyet. And if they are, they are coming up with the wrong answer. The fate of this movement relies on a better equation.
Category:
E-Commerce
Within Walmart, employees known as merchants make decisions about which products the company carries online and in stores, as well as pricing for those items. Naturally, the job involves plenty of data analysis, with merchants breaking down sales numbers by product category, sales channel, region, brand, item characteristics, and other factors. But manually running all of those reports and examining results using tools like Excel can be time-consuming, especially when merchants need to run multiple reports. “You can see how these reports can become time-consuming when analyzing customer behavior across so much data,” says Brian Knapp, senior vice president for merchandising transformation at Walmart U.S. “In fact, running and analyzing these reports can take hours, and we know that customer expectations are changing fast, and we need to be able to move with speed to respond to customer demand.” [Photo: Courtesy of Walmart] To help merchants quickly access and analyze relevant information, Walmart has introduced Wally, an internal generative AI tool that can dive into internal data to create responses in just seconds. Wally uses a familiar chat-style interface to retrieve relevant data from Walmart’s databases while accurately interpreting product industry jargon and category names (meaning users don’t have to worry about whether the database lists an item as, say, TV or television). Wally can then generate quick answers, tables, or full reports as needed. “We’re able to take some of the best practices we as a company have [learned] over the decades in analyzing this kind of data and generate a very high quality report for our merchants to then go use,” says Aditya Kumarakrishnan, a distinguished data architect at Walmart Global Tech. In a demo, Kumarakrishnan showed how a merchant could use Wally to analyze data about consumer electronics sales, probing details about televisions brands and prices for both in-store and delivery purchases. Wally can also help merchants manage both out-of-stock or overstocked items, and determine when to adjust prices or update sale info. The AI tool, first announced to the public on Thursday, was introduced to merchants about a month ago. So far, Knapp says, they’ve reported it has saved time they can then use on other tasks, and has made data more accessible to merchants. Wally has also been given access to training material that Walmart provides to its merchandising team, allowing it to make recommendations and interpret data in line with that internal guidance. Wally isn’t the only AI tool in use at Walmart. The company has previously unveiled an AI shopping assistant for customers and highlighted generative AI features to guide web customers to relevant deals. In an earnings conference call Thursday, CEO Doug McMillon said AI coding assistance and code completion tools helped save about four million developer hours last year. To make sure Wally gives accurate answers, Walmart has developed automated tests where the tool’s numeric responses are checked against known answers; the company even trained an AI judge to evaluate the software’s conversations based on human-annotated samples. Kumarakrishnan says his team also regularly reviews feedback from users on how the tool is working and other features it could offer. “There’s a whole group of us that love sifting through the feedback that merchants are giving,” he says. “There are questions that they’ll ask and they’ll want to know a slightly different angle, and that gives us a roadmap to go execute on for Wally.”
Category:
E-Commerce
All news |
||||||||||||||||||
|
||||||||||||||||||