EMPLOYEE CUSTOMERS AND OTHER MIND-SHIFTS
We used to talk about work/life balance. But here’s a new paradigm that has suddenly popped up on the leadership radar. ?‘Employee Customers’.?
Hmmm. What on earth does that mean? Is it just another one of those silly buzzwords to make things sound a lot more impressive than they really are? Maybe, maybe not. But there’s cherries in this cherry pie and you can enjoy it while just spitting out the pits you don’t want to eat.
Tell me, who deals with your customers? Is it the CEO or the frontline employees? If you’re a small organization, it’ll possibly be the CEO but as organizations grow, it’s usually employees.
If it’s the employees who deal with the customers, then tell me from whom will the customers take their cue when it comes to interpreting the vision, the philosophy, the customer service, etc of the organization??
On whose behavior and attitude do the customers judge the organization?
Who builds the organization’s credibility, integrity and reputation in the customer’s eyes?
You guessed it! The employees.?
If we have employees who are frustrated by their working conditions, by their boss’ lack of integrity, or by bureaucratic policies and procedures, who do you think is going to feel that negative vibe, besides their fellow workers?
Your customers of course.
Where are we going with this??To the #FutureOfWork.
If we want employees to truly be team members, team players, we have to have teams they’re excited to be a part of. Work is no longer like a military conscription where people are slotted into roles over which they have no choice. The #FutureOfWork is all about understanding what motivates and helps our people to not only do their best but also be their best.?
领英推è
It’s about the new paradigm of seeing employees as if they are customers.
You attract and retain customers by offering not just great products and services, but by providing a customer experience that they enjoy, appreciate and want to experience again. They like the way you help them, mentor them, show them how to get the best possible outcomes using what you’re selling. They look at you as a trusted advisor. They appreciate the fact that, once they have a customer relationship with you by virtue of their purchase, they don’t get left on their own or ignored.
You attract and retain good employees in exactly the same way. It’s not just about a nice paycheck. It’s about providing an experience they enjoy - making them feel that they belong and are valued for their contributions. It’s about mentoring, support and training on an ongoing basis. It’s about recognizing what their goals are - help enough others to get what they want) and helping them align within their jobs in such a way that their goals are the end result.?
Is this practical within the majority of current organizational structures?
Perhaps not when the structure is long-standing and riddled with bureaucracy and protectionism. But, if that’s the case, we have to wonder if that organization is going to survive the evolution of the workplace, or if it will become extinct, trapped like a fossil in it’s own rocky systems.
What are the benefits of having employee customers?
There are many, not the least of which are:
- Greater engagement due to better job / employee alignment
- An environment that is conducive to innovation?
- Your own in-house, ongoing focus group allowing you to see opportunities and spot problems before they become problems
- Employees become ambassadors?
- Greater employee loyalty
- Greater job satisfaction
- Better customer service
- Lower costs due to?
- Higher customer satisfaction
- Less employee stress therefore less health costs?
- Higher productivity
- Better quality outcomes
Given all that, it makes sense for us to re-examine our organizational ecosystem and find ways to evolve that benefit us all.
What are your thoughts on this? Do you see this as something viable in today’s business environment??
?#Leadership #HybridWork #RemoteWork #Optevo #CWM #business #technology #innovation#FutureOfWork?
Developing ?? EMS Leaders
3 å¹´Andre, I've also heard this referred to as internal customers. How does your division or department support and provide service to another within the organization? How do your leaders treat the people who actually meet up with the external customers? A great concept and a great measure of a company. Your frontline employees are truly the face and ambassadors of your vision and mission, a direct reflection of your values.
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3 å¹´Hey Andre Williams, I don't want to self promote on your post so will keep this short. There are 3 customers, your external clients, internal employees and your suppliers, when you focus on making all of those experiences next level, your business will transform.
Passionate Advocate for Diversity and Inclusion | Champion of Disability Rights and Mental Health | Trauma-Informed Leader and Neurodiversity Advocate| LGBTQIA Ally ????? ??
3 å¹´Andre Williams this was a great read! Thank you! Companies who adopt this way of thinking and work it into their core values (which are ACTIONS and not just WORDS right?) Will boast best in class service and it will be TRUE!!! They will attract all the top talent and grow faster than those organizations who stay stuck in the past. I am so excited to see the changes that are to come!
I untangle CEOs from their operations as they grow their team. You have a powerful vision so let’s free up your time and make it happen! Experienced Fractional Operations Manager
3 å¹´There is a lot to unpack in this insightful article, Andre. The Employee Customer model has more pros than cons. I think many companies seem to lose sight of their customers as they grow. This model has to have the full support of leadership or it will be doomed to fail.