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How Do You Make Your Employees Customer-Centric?

Posted in Customer Experience

If you want a customer-centric company then you need to create a customer-centric culture. You need to create an environment in which your employees are empowered to be customer advocates – where they know they can make crucial customer decisions on their own that the company will support.

This culture does not happen by chance. Companies have to build this trust with their employees. Companies have to establish a high level of employee satisfaction, loyalty, and company advocacy to energize the employees to be an engaging customer advocate.

How do you know if your company has created an environment for customer centricity? Ask them. According to  Priceless Professional Development, through research, Gallup determined that high performance teams and the strength of the workplace can be assessed with these twelve questions:

The 12 Best Employee Engagement Survey Questions

  1. Do I know what is expected of me from work?
  2. Do I have the materials and equipment I need to do my work right?
  3. At work, do I have the opportunity to do what I do best every day?
  4. In the last seven days, have I received recognition or praise for doing good work?
  5. Does my supervisor, or someone at work, seem to care about me as a person?
  6. Is there someone at work who encourages my development?
  7. At work, do my opinions seem to count?
  8. Does the mission/purpose of my company make me feel important?
  9. Are my co-workers committed to doing quality work?
  10. Do I have a best friend at work?
  11. In the last six months, has someone at work talked to me about my progress?
  12. This last year, have I had opportunities at work to learn and grow?

This Simple 7-Point Employee Engagement Survey ‘Moving Fast and Strong’ Plan

  1. Ask your employees to rank the 12 questions, 1 – 5, with 5 being Strongly Agree.
  2. Rank employee responses. Make the two lowest scored answers your top priorities.
  3. Enroll a cross-section of employees and managers to develop an action plan.
  4. Implement the action plan.
  5. Survey your employees’ responses to the twelve questions each year.
  6. Review the results and go back to step 2.
  7. Keep working until you get ‘Strongly Agree’ answers to all twelve questions.

 

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