Customer Centricity

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

Is it time you need an extra Headcount?

Before you start hiring, you need to a) know that you have a vacancy, and b) figure out how many vacancies you have.

So how do you get to know about these?

Look at following statements. Are any one of these true for you/your organization?

·        Geographical Scope: Your organization is venturing into new geographic areas

·        Customer Scope: Your customer base is increasing rapidly and you will need extra manpower to cater to increased customer base.

·        Scope of Skills: The changing nature of the industry/company requires that you hire for new skills.

These 3 will be usual levers that will feed into your company’s need for extra manpower.

 

Which of these are true for you?

 

-

Sourav