Every organization constantly strives for a long-term relationship and enthusiastic customers and employees. But how do you get the right insights to tackle this properly? You can only create a customer-oriented organization by continuously listening to your customers, employees and organization and managing on hard KPIs such as quality measurements and financial results. In this blog you can read how it works.
Get a grip on hard KPIs, customers and employees and create a customer-oriented organization
To continue to compete in this changing world, it is important that you not only make decisions based on customer needs, but also on the needs of employees and your organization. That you continuously work on a customer-oriented organization based on three pillars that fall under the Experience Management:
- Listen to your customers and continuously implement targeted improvements in all organizational levels (Voice of Customer)
- Motivate and inspire your employees, they make customer satisfaction and customer loyalty possible (Voice of Employee)
- Make sure the basics are in order and improve your business by managing on hard KPIs and quality management (Voice of Business)
Customers have many options and the competition is ready to take over. To stay ahead of the competition, it is important that you make and keep your customers happy. That you put the customer first and listen to them. That the voice of the customer is taken into account in all decisions. At companies there is growing attention for putting the customer first. The Gartner report ‘Strategic Predictions for 2018’" concludes:
"Half of all consumer products investments will be made to improve the customer experience. To distinguish yourself, you will not only have to focus on the product and service, but also on the customer experience at every level, from the first to the last touch point with your company.”
Promote a "customer-obsessed" culture in your organization
With a customer-oriented organization, all employees, processes and operations are focused on the needs of the customer. Organizations that put customers first know what their customers want and where there are areas for improvement. Establish an emotional bond with your client, show that you care for them, and want the best for them. Consider the experience of the customer and that you create experiences that meet or preferably exceed the needs of the customer. So listen to the Voice of Customer (VoC), one of the three pillars of Experience Management.
Happy people, Happy customers
More and more employees no longer work just to earn a living, but they want to contribute to a higher goal. Self-confidence and self-esteem play an increasingly important role in work ethics.
"Only 24 percent of all employees fall into the" Highly Involved "category and another 39 percent can be classified as" Moderately Involved, "making the global engagement score 63 percent compared to 65 percent the year before." Source: Trends in Global Employee Engagement Report 2016.
Human interaction has a major impact on the quality of the overall customer experience. The employee makes the difference. That is why they must get the best to give the best and the working culture must be conducive to productivity. That is why employees also deserve attention within Experience Management (VoE), the second pillar.
You are now familiar with the terms VoC and VoE. These two "votes" have no right to exist if the third pillar of Experience Management is not in order: Voice of Business (VoB).
The hard facts of your company complete the picture. Sales and finance data shows you the impact of enthusiastic customers and employees on your business objectives. VoB offers clarity in terms of quality management, operational matters and actual revenue growth.
In a world in which increasingly complicated rules and legislation and stricter quality requirements have to be met, this is an increasing challenge for companies. It provides a lot of manual work and processes must be constantly monitored.
Continuous managing these three pillars (Voice of Customer, Voice of Employee and Voice of Business) yields so much more than a report that often ends up somewhere in a drawer. You can read about the focus on Experience Management and thus a customer-oriented organization and how you can easily and systematically implement Experience Management in the organization in the whitepaper 'Get a grip on hard KPIs, customers and employees and manage based on the right insights'.
Download 'Get a grip on hard KPIs, customers and employees and manage based on the right insights'
Every organization wants a long term relationship and enthusiastic customers and employees. But how do you achieve that? And how do you get the right insights so you can act on it and what does this all bring you?