The essential link from employee to customer
Many organizations have set a worthy goal of being more customer centric. In order to succeed in this goal, you must understand your customers and the resulting experience you create for them. Then you must be able to make the all important connection: linking employee role to customer centricity.
The creation of your customer experience is in the hands of your employees. For front line employees, the link to the customer experience is clearer. But all employees have a role to contribute to the final experience. So it’s important to understand how well your organization links all roles to the employee experience. You must also identify obstacles may exist in making these roles clear.
Seeing the impact of their work and all the effort can motivate employees. Also, when an employee has a clear path of how their daily efforts impact the customer, they are better armed to suggest improvements.
How has the pandemic impacted your company?
Your organization may be one that has seen reduced revenues, resulting in reduced budgets. But the ability to serve your customers can help you to maintain margins, as customers become more selective and choose those that serve their needs best.
Alternatively, your organization may be one that has fulfilled a specific need in this pandemic and you are simply trying to keep up.
In either case, creating a clear link from each employee’s role to the end customer helps to create a better experience and increased efficiencies, both for customers and employees.
During these challenging times, ensuring that the link from employee to customer is clear, can help your company to succeed.
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