As companies scale up, it is easy to see how some employees can become disconnected from the customer. Focusing on the bottom line is important. Here’s one way to improve revenue, and so much more.

Regularly remind everyone from the top down how their work connects with customers by allowing your customer service team to share their experiences…the good, the bad and the ugly of what they’re confronted with. What complaints do they hear? What praise do they receive? What are customers’ frustrations, preferences and needs?

Each time they report, consider appointing a cross-functional team to identify where along the business process changes are needed? This builds company-wide ownership of the customer experience. It also breaks down silos and encourages communication across departments.

Additional benefits: improved customer loyalty and engaged employees who are more satisfied and therefore less likely to jump ship.


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