By taking the time to complete the above steps, employees will feel more empowered, committed and connected to deliver on creating value for customers, which, in turn, helps the company’s bottom line.įorbes Agency Council is an invitation-only community for executives in successful public relations, media strategy, creative and advertising agencies.When evaluating employees, you need to see commitment in their actions and not just hear a bunch of words about how great they want to be and what they want to accomplish. Cultivating an engaged employee base is the key to positive customer outcomes. There is concrete proof that helping customers achieve success creates business value, which dispels the myth that executives must let profit slide when embracing customer-centric strategies. When goals are met, and the organization can tie customer successes to business outcomes, that’s when reward systems have the ability to truly change not just behaviors but operational systems. Reward. Acknowledge outstanding employee performance and create tailored incentive programs tied to stellar customer outcomes.Using this information, leadership can continually use information from the front lines to establish better processes and programs to exceed expectations. Share information. Create processes that break down internal barriers so customer data flows freely throughout the organization from the bottom up and the top down.Each employee should be able to articulate the ways in which they’re creating value for customers. Educate. Train employees to develop empathy for customers and establish a purposeful knowledge of how they play into the bigger picture. One way businesses can do this is by replicating customer experiences and having employees immerse themselves in these stories.Use intel from the front lines to establish processes and systems that empower employees to act with empathy and put customers’ best interests at heart. Co-create. Bring employees along as co-pilots to help structure the best customer experience possible.Communicate it and make sure it resonates with employees, thereby guiding their sense of fulfillment in their daily actions and decision-making. Leverage that understanding to align on your customer-centric vision, goals and mission. While these are important metrics, they are one-sided, focused on what the business wants to achieve. This requires going deeper than NPS or CSAT (customer satisfaction score).
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