Linking employee role to customer centricity

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.

Take our survey below

Take our survey and receive a free analysis. We will analyze your survey and send you a report. Your information will be kept confidential. The more information you provide, the more detailed an analysis we can send you in return.

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Have e look at our other surveys:

EMPLOYEE WELL-BEING

MEASURING IMPACT OF PANDEMIC TOOLS AND PROCESSES

SURVEY | LINKING EMPLOYEE ROLES TO CUSTOMER CENTRICITY

SURVEY | CUSTOMER CENTRICITY: LINKING EMPLOYEE ROLES TO CUSTOMER CENTRICITY

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Last name

1| What is your role in your company? *

2| How many employees does your company have? *

3| Which industry does your company work in? *

4| Which country is your company located in? *

5| Describe how customer centricity fits within your company’s strategy. *

6| How are you communicating the impact that employees have on customers? *

7| How well do employees understand how their individual roles impact the end customer? *

8| If your company is measuring the effectiveness of customer centricity efforts in relation to individual job roles, describe how. If your company does not measure customer centricity efforts in relation to individual job roles, explain why not. *

9| What barriers may be blocking how your employees are linked to the customer? *

10| Describe if and how employees are empowered to make decisions with customer centric goals in mind. *

11| How clear are your company's customer experience goals linked to employee's daily tasks? *

12| How are you linking employee experience to customer experience? *

13| Are you sharing customer experience results with your employees so that they can see how their roles matter? If so how? *

14| Do employee evaluations include a component on how their work contributes towards customer centricity? *

15| How does each department or business unit link their success to customer centricity measurements? *

16| When projects are started, do they include KPIs related to customer centricity? *

17| What does your company do to encourage interdepartmental collaboration, to prioritize customer experience over departmental targets? *