Driving greater customer advocacy, increased employee engagement and long term sustainable growth have always been the focus for any switched on company executive. Their importance is increasingly being publicesed by tv programmes like Mary Portas, Michel Roux Jr et al.
Performance improvement in these areas we would suggest is down to the following 5 steps.
Right Strategy
Real consideration needs to be given to what the specific strategy or business model is, how will this will be measured and what will be the expected result over time.
Right Culture
A business that has been led through process and metrics may find it difficult to change to a more entrepreneurial customer approach. Is 'customer experience' culturaly acceptable?
Right People
Starting with recruitment, with many companies using this as an opportunity to allow potential recruits to experience the brand and see how much the ethos excites them. Develop a sense of pride and meaning in the employees that mean customers can differentiate and feel the benefit.
Right Measures
What has the most meaning demonstrating an improvement in profit or that demonstrate a highly effective organisation at customer retention? Insights into vital intelligence as to where you need to tweak service performance to have the biggest impact are crucial.
Right Reward
Celebrating success is a great way to build community spirit, challenge and stretch teams and reward for results. The best incentives are often tailored to the target group who may not necessarily be as hungry for money as they are for development.
Learning to listen out for feedback and be flexible to change with a clear company wide context for the way forward is key. Helping employees and customers to experience something that makes them consciously choose to behave in a way that benefits all will build the ultimately engaged organisation.
All sounds simple, it is!
Good luck and if you need any help you know where we are....
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment