Build your own program for measuring—and improving—employees’ connection to customers.
Think fast: Does your job have a direct impact on your company’s customers?
Sometimes the answer to this question is easy: Customer support pros spend their days helping people with their issues, while people in roles like product design make sure those issues never happen again. And of course, most people in leadership positions make dozens of decisions a day that influence the customer experience.
But what about employees in departments like HR or accounting? Well, you’re not likely to hear people say that billing errors or interactions with unengaged employees make for a great customer experience.
The point is, there’s a good chance that your job does influence customers—even if it’s not immediately obvious.
More importantly, bringing a customer-focused mindset to work can make you better at your job and even help you enjoy it more.
If we’re not reminded of the people we’re helping, work can start to feel less meaningful, less engaging—less important. Worse, when we forget to take customers’ feelings and opinions into account as we make day-to-day decisions, it can result in bad experiences, churned customers, and missed revenue.
That’s why it’s so important that your organization adopts a customer centric culture, where everyone feels they’re working toward a common goal of serving customers and improving their experience.
How can your organization actually build and maintain a healthy customer centric culture? Not so long ago, we asked ourselves this same question here at SurveyMonkey and started a journey to find out for ourselves.
In this guide, we’ll teach you everything we learned along the way and give you the framework we used to improve customer centricity at our own company by: