For most of us, our value proposition is not based on robots interacting with other robots, which means we all have people interacting with our company.
People are people, whether they are (potential) employees or (potential) customers, they will meet your company with a set of expectations. Ideally, their expectations are aligned with or are lower than what your delivers; if not they will likely have a poor interaction. Our goal is that each person who interacts with your company has their expectations met or exceeded. Each person leaves feeling positive and looks forward to returning.
This part is critical; typically the people with the vision for how employee experience and customer service should be executed are not the ones interacting with the people on a daily basis. We make processes and policies to try and create a uniform experience, which lead to a host of unintended outcomes.
These unintended outcomes are generally the result of the processes not being followed because other metrics drive behavior more strongly or they simply are not as relevant. Conversely, the processes are followed with a poor outcome. Aligning processes with the expectations of the employee and customer can change the feeling that each person has with each interaction. Remember, “likely to recommend” aka Net Promoter Score, is rooted in perceived experience.
Technology or ‘tools’ is what every company hopes can be the silver bullet to all of their challenges (in any context, ever).
While that may sound ridiculous, the reality is we all hope for it (and keep taking meetings with new SaaS vendors in hopes that is the one). Technology in isolation simply adds cost with little value but technology aligned with the people and processes can be a game changer.
If people, processes and technology aren’t aligned, there’s going to be organizational friction which results in a poor experience, for both employees and customers.
Our typical recruiting engagement starts with a series of questions that help us better understand the job requirements, the personality of the manager/team members, as well as the over all culture.
Studies have demonstrated year over year that employee engagement is positively correlated with business outcomes such as revenue growth, earnings per share, and customer satisfaction. We can help you build an exceptional Employee Experience.
Are you ready to improve loyalty, increase average customer value, and build long lasting relationships with your market? From trying to persuade “code red” customers not to leave, to identifying your point of engagement; we can help you.