Do you foster a culture of inclusion in the workplace where everyone feels comfortable to contribute their ideas? Psychological safety has risen to the top of most people’s agenda and this stems not only from the situation that COVID19 has created, but from further ‘change’ that everyone has had to go through and the resulting impact on our lives.
Remote working is a very lonely place and anyone in this situation will know exactly what I mean. How this ‘new way of working’ is impacting on each of us only time will tell, but in the meantime, what can managers and business owners do, beyond the new ‘What’s App for work not just for friends and family’ and various other social channels we are using to ‘keep in touch’? There are currently many different work modes we find ourselves in and herein lies the challenge…how to stay motivated, productive and feel appreciated is essential for our overall well-being and all businesses have a duty of care to support fellow workers in this. However, is this being carried out in a structured and thoughtful manner that achieves the desired outcomes?
Fundamentally as in any business strategy, having a process that is measured with a clear objective is crucial. This is no different for the customer experience (CX) strategy. With your people being your most important asset, why would you not invest in finding out about how they are feeling at a time when they are at their most vulnerable? Our ethos at insight6 has always been focussed on the most important customer in the business and our advisory service is built around creating great experiences for all customers whether they are internal (staff/suppliers/business colleagues) or external customers considering making a purchase or engaging in business with you.
Clear communication is essential, and people will always remember how you made them feel and not necessarily what you said or did. Qualitative feedback is so powerful as it is personal, and emotion feeds our souls.
Get in touch with me if you would like to find out more on how we measure the customer experience for all your customers and develop a customer-centric culture where we believe valuing everyone as human beings (not human resources) is fundamental to business success. Always happy to have a chat.
Courtesy of Insight 6 – 26/08/2020