Has Your Company Lost It's Mojo?

Rediscovering Your Company's Mojo in this post COVID Era

There are many articles about life after the Corona Virus. In fact so many I was somewhat reticent to write this. But three events directly effected me last week. Sitting with executives at 3 different companies a theme quickly emerged. Something was off. A disconnect of sorts. Early cracks in the fabric of these businesses were fracturing and are beginning to create material damage. Damage to operations, culture and connections with their markets and customers.

I think we all understand that the COVID-19 pandemic represented a seismic event that shook the foundations of businesses worldwide. Many companies had to pivot rapidly, transitioning to remote work and adapting to a new normal. However, this transition wasn't without its challenges. Many businesses faced a disconnect that reverberated through their employees, leaders, and even their customers. As we move into a hybrid workforce model, it's essential to reflect on these challenges, understand their impact on loyalty and revenue, and explore strategies to rebuild your company's mojo.

1. The Disconnect Dilemma: Employees vs. Leaders

The pandemic magnified the gap between leaders and employees. Employees faced uncertainty about job security, work expectations, and the challenges of remote work. Leaders struggled to maintain engagement, ensure productivity, and convey a sense of empathy from behind screens. This disconnect led to diminished morale and a sense of detachment.

2. Customer-Employee Gap and its Ripple Effects

With employees working remotely, the personal interactions that often humanized businesses were disrupted. The gap between customers and employees grew wider, potentially impacting customer loyalty and satisfaction. Customer service interactions became transactional, missing the emotional connection that fosters brand loyalty.

3. Impact on Loyalty and Revenue

The disconnect caused by the pandemic led to a decline in employee loyalty and engagement, which in turn affected customer loyalty. Employees who felt disconnected were less likely to go the extra mile for customers. This, in turn, impacted revenue as customer satisfaction dipped.

4. Culture and Remote Work

Culture, often built through shared experiences and interactions, took a hit due to remote work. Watercooler conversations, team lunches, and spontaneous brainstorming sessions were replaced by scheduled video calls. Maintaining a strong company culture became a challenge, potentially leading to decreased camaraderie and a sense of belonging.

5. Remote Recruitment and its Cultural Implications

Remote recruitment expanded the talent pool but also posed challenges. Hiring employees who have never set foot in the physical office might lead to a diluted sense of cultural identity. Without face-to-face interactions, new hires might struggle to grasp the company's values and dynamics fully.

6. Industries that Thrived vs. Those that Suffered

Tech-savvy companies with existing remote infrastructure and flexible cultures adapted more seamlessly. On the other hand, industries dependent on physical presence, like hospitality and retail, faced significant setbacks.

7. Strategies to Regain Company Mojo

a. Reevaluate Communication: Foster transparent, open communication between leaders and employees. Regular updates and virtual town halls can bridge the disconnect. You'll be amazed at how critical this is. Also make this an exchange - not leaders talking to employees - a dialogue!

b. Hybrid Work Balance: Design a hybrid work model that prioritizes both remote and in-office collaboration to maintain a sense of unity. Remember that many employees will also be struggling to adapt to these concepts

c. Empower Middle Management: Equip middle managers with the tools to bridge the gap between employees and top leadership. Give them a voice and a sense of 'ownership' Call out examples of positive communications.

d. Customer-Centric Approach: Train employees to create meaningful connections with customers, even in virtual interactions.

e. Reignite Company Culture: Organize virtual team-building activities, workshops, and shared online experiences to maintain a strong culture. Don't be afraid to reveal more about yourself. It's ok to be vulnerable, open.. Just be real.

f. Remote Onboarding Reinvention: Craft a comprehensive remote onboarding program that helps new hires understand the company's values and culture. Make sure existing employees are part this plan not just leadership. Consider onboarding existing employees if this is a new program.

8. The Importance of Flexibility

Recognize that a one-size-fits-all approach might not work. Flexibility in accommodating individual preferences for remote or in-office work can enhance employee satisfaction.

9. Learning from Change

Use the lessons from the pandemic as an opportunity for growth. Encourage employees to share their experiences and insights to collaboratively shape the future of work.

10. Embrace Innovation and Resilience

Companies that thrived during the pandemic showcased innovation and resilience. Cultivate a mindset that embraces change, encourages creativity, and seeks opportunities in adversity.

In conclusion, the COVID-19 pandemic brought about a significant disconnect within companies, impacting employee-leader relationships, customer interactions, loyalty, and revenue. However, with thoughtful strategies, a commitment to rebuilding culture, and by embracing this flexibility, businesses can regain their lost mojo and emerge stronger in the post-COVID hybrid workforce era. By learning from the challenges and adapting to new realities, companies can rewrite the narrative and foster a more resilient, connected, and successful future.

As always I would love to hear your thoughts and comments...