For all our best intentions and aspirations to better harness tech, we’re not always following through. A recent report by Ceridian found that while companies are adopting tech to take actions that will ensure long-term success, half of those surveyed say they struggle with “rapid tech development.” In some cases, the questions simple simply what to use and how to use it. And a successful model and a roadmap can certainly help.
Our guest on #WorkTrends this week is definitely a man with a plan: Patrick Antrim, the Founder and CEO of Multifamily Leadership, LLC, is a former ballplayer for the NY Yankees who switched careers and brought the team’s invaluable wisdom with him. He’s passionate about giving businesses both the means and approach to win using technology as an integral part of the overall strategy. We discussed the unprecedented disruptions and change happening in business today, and how leaders can deploy technology to engage employees and customers, and build a culture of innovation and feedback that gets you to the front of the pack.
Listen to the full conversation or read the recap below. And don’t forget to subscribe, so you never miss an episode.
[04:48] The consumers that are buying and interacting with our business, they’re expecting things at such a fast pace.
05:33] What’s important about the Airbnb model is that it’s the seamless experience, all from an app.
[08:24] the Yankees do a great job of understanding how to build a culture, how to build a legacy, how to keep that legacy
[19:45] if you’re asking for innovation in your business you really need people to take risks
Patrick Antrim, the CEO of multifamilyleadership.com, happens to be a good friend of our community, and I’m thrilled to have him back. Organizations now are trying to figure out how to take the leap with technology to meet new employee and customer expectations. Gen Z coming into the workplace means some 61 million new hires who are used to functioning via digital tools and mobile. Organizations who aren’t up on tech are justifiably nervous about attracting and engaging them. It’s no longer a question of when the workplace transforms. It’s now. So how can companies “futureproof” themselves?
The multifamily rental industry has undergone incredible upheaval due to Airbnb. The Airbnb model provides a seamless experience, all in one single app. It’s also one of the world’s largest hoteliers, but it doesn’t own any real estate, as Patrick pointed out. “The business model that people are operating in is fundamentally changing,” he said. Another profound disruption: Uber, which has turned the taxi industry upside down. “What’s important about that process is the customer expectation of how things are going to talk to each other,” Patrick notes — from strangers making transactions to payment, underwriting and access. “It’s really the seamless process that customers of tomorrow appreciate — a technology that makes life easier for them,” Patrick said. But many industries are innovating and changing processes to meet this new reality head on. They’re not waiting for their own industry version of Airbnb to innovate now.
People expect a seamless experience — and outside of your business they usually have one. Consider the iPhone, Patrick said: “We buy an iPhone, we open the box, and it works — we don’t need to have a webinar on it. We don’t need to have somebody to meet with us to talk to us about how it works.” That same intuitive approach should influence how companies refine their onboarding and HR processes, particularly as the next generation come into legacy organizations and face legacy processes. Having to log into 15 different applications, let alone download a PDF form, sign it, scan it and email it back is cumbersome, and can create damaging friction and disengagement.
But improving employee experience via tech doesn’t have to be overcomplicated. Patrick listed simple but effective tools, including one he uses constantly — audio texts. As he explained, “If you can just hold the record button down and say, hey, here’s a great idea I had, and I’d love for you to be involved in helping us make this thing happen. What are your thoughts?” Then, he continued, send a text with an audio attachment. “It’s great because it’s not a voicemail. You don’t have to log in,” he added. Another strategy that’s simply a matter of common sense: if you’re not great at technology, bring in a company that is, and has already spent the time and energy finding the right approach so you don’t have to. You don’t have to reinvent the wheel to reinvent your employee and customer experience, in other words. It’s all at our fingertips right now.
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