Every organization talks of need to be customer centric.
How do employees who are not in customer interfacing roles understand
necessary call for action from them? Here
are some options:
·
You can obviously have leaders state asks from
different teams. But this may not lead to inspiration/motivation as you are
just following asks and not necessarily seeing link between ‘asks’ and final
impact for ‘customer’.
·
You educate employees on how different
customer/marketing related terms/concepts relate to product/service, e.g. – how
4Ps of marketing relate to your product/service, what drives repurchase
decisions of your products/services.
·
Sharing customer stories from different
context/scenarios - how is your product/service actually getting used in different
customer scenarios?
I find second and third option more powerful. It increases
chances of ‘meaning making’ by employees – figuring out for themselves how
their work could contribute to enhanced customer experience. Since we find our own meaning - our commitment
to actions will usually be higher too.
-
Sourav
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