How often have you called a company for customer service, enter your account number when prompted, to the support has been transferred team, only to have to ask the person support: "What is your name and account number?" it is part of your soul sucked, right? In earnest.
The term customer focus is all the buzz these days. Customer experience. Customer first. Chief Customer Officer. Customers. Customer. Customers.
If you have your eyebrows and your eyes lifted widened, there are good reasons. Each and each day, digital transformation is more power in the hands of customers. Customers are demanding an exponential rate ease of use and access to solutions and information.
Just to say you are customer-oriented, it will not be able to cut, you really need to take the customer-oriented attitude and put the customer at the center of everything you do. means, strategy, execution and measures. This is concretised beautifully in a McKinsey article From points of contact while traveling. See the world to do as a customer
This setting means that, although the individual customer touch points are crucial, even more important is the breakdown of functional silos on the entire end-to-end experience measured ALL functions.
As an IT manager, you might think: "What does that have to do with me has"?
The answer? A lot of. Your employees are your customers, for all intents and purposes-bringing consumer-like expectations to the workplace and it is expected to deliver.
Recently, we have noticed an unexpected trend. Some IT organizations finance Customer Experience Leader roles within the employee base because of this experience expectations shift. And to remain competitive in the talent market know these IT organizations that it is crucial to provide the best possible experience for the employee and the organization.
Curious how your company can experience more be oriented? for upcoming blog posts stay tuned, where we'll see we are talking about possibilities, a customer-oriented mindset, diving continues to ignite in trends in experience and IT, and we see success with various organizations.
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