Post by account_disabled on Mar 11, 2024 8:27:30 GMT
If you don't have a big budget, I recommend having a space dedicated to this on the company intranet home page so that when they open the browser, they see this information first. It is an ideal space to put information about customers because it is in people's faces every day. Af: of course. However, before we get to that I would go further back and ask: how do we establish the right culture so that whether people work in the office or at home, it is not so difficult? I currently work with a company in orange county and we are changing their core values because they had nothing to do with their customers. Well, I guess if you extrapolate their core values, you'll eventually get to the customer, but I wanted them to have one that was purely and explicitly about the customer. It is a start-up that has been on the market for 4 or 5 years, and the ceo himself came up with the main value. He had already been talking about customers in his slack channel, telling staff, “how are you surprising customers? What are they hearing from customers? That is the core value they have added: surprising customers . Having the right culture is essential.
I have another client who said customer trust was an issue. So we worked a lot on that. It seemed like there was always a confrontation when customers called with a problem. So they added a core value around customer trust and the ceo said everything was much easier after that. We defined the behaviors associated with the value of customer trust and they never had problems again. People knew what it meant and that's how they acted. That's why I say again that Netherlands Mobile Number List everything starts with culture. Bm: you can often list 3 values that are present in most companies around the world: respect, integrity and innovation. So it's interesting that they specified "Customer trust" instead of "Act with integrity ," because that leads to more specific behaviors that lead to better results. Af: I like integrity as a core value but it has two sides. One of them is: “shouldn't we always act with integrity? Isn't that how we should act anyway? The second is that there are so many companies today that have integrity as a core value that it has become a buzzword. Bm: yes, it becomes a commodity and it doesn't make sense. Af: exactly.
So I liked that they added customer trust. Everyone knows what it means and is very customer focused. So how to keep the customer at the forefront? Bm: and what other ways can we keep the customer at the forefront when people work from home? When I ran a program, we did a monthly presentation of the feedback results and made the data available to everyone in the company through an intranet site. But that's not exactly keeping the customer top of mind or having up-to-date information. When the report was prepared, some of those comments were from a month ago. Af: yes. But if you have a voc (voice of customer) program you receive feedback daily. In the office, you see those comments on the contact center monitors and throughout the office, but when people work from home, that's all on the intranet. You should have some kind of plug-in in your voc platform to offer it. But, another thing I think is really important is to start meetings with customer stories.