Employee-Customer Interaction Starts with Engagement

The focus of building a trusting relationship with customers takes time and patience…but what else? In a recent post from Brian Solis, he says that changing your company’s focus to the quality of the customer experience should be top-most on your list of company priorities.

Listen, Customer, Customer-centricity, "Employee-customer relationship", "customer service", custome rfocus

Once in a while, we come across an experience where an employee might not seem 100% customer focused. Sure, they might be interacting with the customer…but are they listening? Hearing the input and feedback carefully, and having the employee interpret it properly will ultimately build a longer valued relationship with the customer. A process similar to this one takes some training and practice for employees, but it’s a great way for a company to change their tactics in grasping what is most valuable…not necessarily the product, but the people and the brand.

Similar to Tony Hsieh’s WOW customer experience…listen and give back 105% more than what they’ve expected. This will create a brand that is solid rock. My favorite quote in Brian Solis’ post that fully represents the real employee-customer relationship is:

“Customer-centricity begins with internal transformation and the willingness to adapt or create processes and programs that break down internal silos. It’s not just about communicating with customers; it’s about showing them that listening translates into action within the organization to create better products and services and also foster valuable brand experiences and ultimately relationships with customers. It’s also about empowering employees to improve those experiences and relationships in the front line and to recognize and reward their ability to contribute to a new era of customer engagement and collaboration.”

His words are powerful and completely true. What are some of your successful customer experience stories?

 

Post written by Julie Skowronek, Assistant Marketing Manager at Whiting Consulting.

Photo credit: Allbizanswers.com

Advertisements

‘Managing Forward’ Series Part II: Advice on Managing Young Professionals

The second part of our ‘Managing Forward’ Series includes Chip’s energetic thoughts of how an organization can flourish by offering internship programs that can focus on adding value for everyone. His advice in our interview will give managers perspective on how a company can increase their benefits through “people development,” and how this helps build a phenomenal reputation.

Our interview with Chip is content heavy, hitting many pointers any manager should practice with their internship programs. These main pointers are:

1.      Strategies on how to move a company forward with interns

2.      Management techniques to increase the intern’s and the company’s value

3.      How to get the most out of your company mission statement

What other techniques have you tried to get the most out of an internship program?  We would love to hear from you!

‘Managing Forward’ Series Part I: Advice on Managing Young Professionals


I had a great student job when I was in college.  I had the pleasure of working in the SUNY Geneseo College Student Union and working for a great mentor, Chip Matthews, Union Director.  I often lean on the learnings and advice I received from Chip, and wanted to know how he was doing since I left (I am sure the place is falling down without me!).  I had the opportunity to sit down and discuss the topic of managing college students with Chip Matthews.  What follows is the first in a four part series of that conversation.  I was thinking that with an increasing amount of these young professionals entering the workforce today, what better person to get advice on managing them than Chip?  He lives this every day!

Chip Matthews gives his detailed experiences and advice on how to properly and effectively direct college students.  The topics range from: motivating young professionals in the workplace, personal connections to today’s young employees, developing an efficient value-added internship program to your business, and also suggestions for the recent college graduates to take with them to the workplace.

After my discussion with Chip, I had time to soak in all the content (I hope you will too!), and I realized that he truly respects college students. Not once did he mention the everyday term “Gen Y.” Chip’s words were all positive about his experiences working and managing college students. I hope you enjoy his words of wisdom, and come away with some useful nuggets to use in your own situation!

Post written by Julie Skowronek, Marketing Coordinator at Whiting Consulting.

My Interview with HR Bartender


Organizations today are going through a lot of changes within their structures with the state of the economy and realize they need to start adapting to change. This change occurs by focusing on creating a dynamic workforce of employees, and learning how and when to properly manage them by generating a sense of engagement between individuals. So, what are the best methods to manage employees in today’s workplace to help increase overall performance?

In the beginning of August, I had the pleasure to sit down and chat with Sharlyn Lauby, a HR professional known as “HR Bartender“, at the 2010 BlogHer conference. Sharlyn answered a few of my questions on the topic of Human Resources and how it is changing along with the marketplace. Here are her responses to the questions I had:

1. What do you think the biggest issues will be in HR within the next two years?

One of the trends that I’m watching is the ‘gig economy’ – the idea that companies will look for freelancers/contractors/consultants versus staff employees to help them with work projects.  If we continue to have a slow recovery, it could be a dynamic that lasts for a while.  And if it does, it has a lot of implications for businesses and individuals.

For companies, they need to have a clear understanding of when best to utilize contractors, how they will select a freelancer, and evaluate their overall performance.

For individuals, they have to decide if this is a desired way to earn a living.  And if so, how will they manage themselves and their lives successfully. Continue reading

Are YOU Part of the WOM Hiring Craze?


Are you addicted to the internet and DVR? We now live in an era where information is delivered instantly for consumers. Unfortunately, for traditional advertisers, they are starting to see a shortened runway with 48% of Millennials influenced more by word of mouth than traditional ads, according to Mr. Youth at Intrepid. Fortunately, companies today can funnel that money and funds into another vital resource.

Millennials have grown up with technology and instant information. We are dependent upon our connection with the world, and therefore are starting to become influencers for many companies trying to reach us online. Forget the TV, newspaper, and magazines! We’re all glued to our computer chairs or our phones following everyone and everything on Twitter and online news outlets. Mr Youth and Intrepid stated that 43% of Millennials prefer WOM to gather more product information.

Thriving companies have adjusted and adapted their strategic plan with the changing technology. Companies that have gained a competitive advantage over their rivals have implemented the word of mouth method through the Millennials, who love personal connections and can’t get off of their smart phones or computers. This method can lead to a more successful hiring process for organizations and employee referral programs. So why don’t more companies leverage their staff in the same way for hiring their talent?

Continue reading

%d bloggers like this: