Meaning ● Business Dehumanization in SMBs reflects a decline in personalized interactions and empathetic considerations within the organization, often emerging as a byproduct of rapid scaling, technology implementation, and automated processes in small to medium-sized businesses. This can manifest through diminished employee engagement, standardized customer service protocols that lack individual attention, and a general shift towards prioritizing efficiency metrics over the human element.
Descriptor and Scope ● The scope of Business Dehumanization in SMBs incorporates organizational culture, employee satisfaction, customer experience, and brand perception. Within SMB growth strategies, an over-reliance on automation, such as implementing CRM systems without appropriate training, can inadvertently create impersonal customer interactions, thereby affecting retention. From an employee perspective, performance metrics focused purely on output and lacking considerations for work-life balance can lead to increased stress and turnover. Moreover, misguided implementation strategies in small firms might automate roles too quickly or without proper support and training for displaced employees, creating negative sentiment. Mitigation strategies should incorporate employee feedback mechanisms, personalized development programs, and a focus on maintaining human connection points across all business functions, ensuring sustainable growth and customer loyalty.
