Your corporation likely employs hundreds or thousands of employees. Not all of those employees can ever have the honor of meeting with even some of your corporation’s customers. So, though they go about their jobs, tasks, and responsibilities for which they were hired to do, that all-important, empathetic connection to the customer remains remote.
When employees feel a sense of connectedness to a corporations customers, magic happens. Innovation soars. Customer problems reach resolution sooner, etc.
Imagine for a moment, how utterly POWERFUL and positive this could be for your corporation. Imagine how responsive to the customer employees can become and what that means to your corporation in terms of speed, cost control, accuracy, etc. Imagine if you could find affordable, practical ways of putting each employee in front of your most important customers and let the customer have at him or her.
Unfortunately, it would be ridiculously expensive and sometimes even dangerous to parade hundreds or thousands of employees through customers’ offices. But you make find alternative ways to achieve similar benefits without having your employees having to drive to your customers premises to do so.
Here are just a few suggestions to ponder:
- Solicit some of your larger customers and invite them to make brief presentations to your entire employee base during times that might fit best with your operations.
- Record customers. Then, digitally provide an online portal or forum to which employees are obligated to visit to learn of recent customer comments.
- Have your division management, or department managers, bring in one of their customers to meet with members of that division or department.
- Invite your sales people to “cross pollinate” customer ideas into your division or department. Sales people could addres large or small audiences.
- Set up a webinar on a weekly or monthly basis and invite one or two key customers to speak by webinar.
- Set up an intranet page where employees can ask curiosity or specific business question of customers. Those questions could then be taken to participating customers by members of the sales team and the answers relayed back into the company.
- Have regular meeting during which marketers or sales representatives profile customers during which a SWOT, (Strength, Weakness, Opportunity, Threats), analysis could be presented purely related to the customer in question. Threats could include competitive threats, regulations, etc.
Once you wrap your mind around improving the customer-employee communications connection, you’ll be able to think of many innovative and alternative methods of making the customer voice visible to your own organization.