There is, without a doubt, a great deal of noise in the business world as we know it today. One of the challenges we face is the lightning pace of technology and our ability to keep up. At the same time, businesses are confronted with factoring into their strategic business plans where technological advances will be in the near, as well as the distant, future.
Just to keep the business landscape dynamically interesting and stimulating, throw in global competition, the aging of the work force and managing the Millennials, and you have a long chorus of voices and echoes.
Leaders in this current climate need laser-sharp ears in order to not only hear the various voices in the systems, but also to decipher the messages, prioritize them and to respond post-haste.
Of course, the voices impact all employees in the business enterprise. Their focus is to sustain the current business model while adapting to the changes necessary to ensure the future. By the way, it is indeed OK to hear voices. The key is to hear the right ones!
Given the volume of this noise, are we hearing the customer?
Let me pose the question: Who is the voice of the customer in your organization? To dig deeper … is there a voice of the customer in your firm and are they listened to?
Nurturing mutually beneficial relationships with your customers (partners) is a critical element in growing a successful company. Creating a connection between your company and your customers should not be overlooked. Connectivity is more than just a high-tech term! We need to connect to people!
Many organizations are not stepping up to the plate when it comes to the customer experience. Seek out your customers’ pain points and enchant them with very thought out solutions.
In this high-tech business world, companies can become faceless. So talk directly or listen attentively to your customers. Focus on both hearing and listening. There is never a good time to ignore what the customer is saying.
Remember, it takes 12 positive customer service experiences to make up for one negative experience! Acknowledge mistakes, be trustworthy and be transparent. Indeed, honesty is crucial. Follow through on your word and on promises!
The customer is king and is always right! This attitude needs to permeate your culture. This focus needs to guide the business, drive consistency and encourages the personal endorsement.
We have all heard top executives say, “The customer does not understand our business!” The truth is, it is not the customers’ responsibility to know your business! It is your responsibility to know and understand your customers’ business and their pain points. Do you have a defined method in place to deal with unsatisfied customers? Are there action steps to ensure the process is followed by all employees to resolve a customer issue?
The voice of the customer … you must have the ability to gain insight and knowledge from your customers and to put this very data into the hands of key customer advocates in your business.
In order to connect with your customers in today’s high-tech world, it is paramount to connect on a human level and with emotion when issues arise and then, to respond with logic.
I fear many organizations may be hiding behind technology and not really listening to the true voice of the customer.
The question to ponder is: Who is accountable for customer service – the voice of the customer in your organization? Is this commitment crystal clear?
At the risk of being labeled old school, I still value relationships. My philosophy for fostering mutually beneficial customer relationships is to worry less about the terms on an agreement (contract) and more about listening to the customer and building a relationship. To develop a partnership and by listening to the customer, you can really determine their needs, pain and nurture a relationship built on trust, not on a legal document (the contract).
Customer loyalty carries the day in good times and in bad times. Make the customer’s voice a part of each staff meeting. Establish open dialogue with all customers and seek a positive network of influence with your customers’ organization. Learn to listen and not talk in order to hear the voice of the customer. They need to be treated like a rock star!
Beware of the department or employee who is anti-customer! The reality is that in many organizations, there tends to be pockets of individuals who view the customer through a negative lens. After all the customer causes them work! In their eyes the customer orders the wrong product, demands excellent customer service, and on and on.
Take a positive approach with negative employees. Counsel them, train them and give them the opportunity to “GET IT!” If, after a reasonable time, these negative individuals do not learn to appreciate the customer, they need to depart your organization. At the end of the day, the customer pays the bills.
A recent Harvard Business article asserts that customers feel more engaged when they believe they share the same values with the company. Articulate your values and share them with your customer. The secret lies in giving the customer what they want when they want it.
The customer is talking. ARE YOU LISTENING?
