Unfortunately not many organisations have moved with the times. They’re offering new products and using new technology but still servicing customers using the same old rules and tired, bureaucratic ways of working. I don’t believe they can keep up with customer demands by working that way.
New technologies have influenced what we do and the way we do it – organisations are offering a huge variety of products and service in ways we wouldn’t have thought of just 10 years ago. Our customers see the convenience and efficiency of new technology as just the norm and are demanding even more. No longer satisfied with ‘average’ service; they want more than just their query answered; they want choice, they want personal service.
In order to satisfy your customers I believe you have to focus on your employees. In my opinion they are in the best position to give your customers what they really want.
Stop controlling employees with overly complex and detailed rules. Instead give them the autonomy and responsibility to make decisions resolve problems and complaints themselves. Give them the tools, information and freedom to make decisions.
Stop telling employees what to do. They are the ones doing the job so make use of the knowledge and relationships they have built up. They know how stuff actually works. They can tell you what works well and what’s getting in the way. You just have to ask. Your customers already (probably) tell them what they really think. Enable your people to use their knowledge and skill and you should see them, and your business grow.
Stop employing Managers to control things. Organisations need Leaders who focus on people. But you don’t just need leaders at the ‘top’ of a company. Everyone should be a leader. Because Leaders motivate and inspire their people and encourage them to engage. And when employees are engaged they will motivate, inspire and engage your customers.
How many Leaders do you employ?
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