Sunday, August 2, 2020

The Schemes and Techniques of People Centricity

People centricity is not just lip service, but a deliberate planning, seamless improvement, and relationship building continuum that delivers the right experiences to people consistently.

It's an interesting world emerging ahead of us. Digital is the age of people, people are the center of digital management and they are the major focus for organizational architecture, design, process tuning, and accomplishment. Treat employees as internal customers, clients as end customers. Thus, employee engagement and customer satisfaction are critical for the business’s long term success. 

People-centric businesses are fluid, flexible, and intelligent in knitting all necessary elements together into great customer experience and drive a seamless paradigm shift.

Develop strategic information architecture: Information becomes the "nerve system" of digital organizations nowadays. In fact, the ability to explore intangible information assets becomes far more decisive to build a people-centric business with a competitive advantage for the long term. Keep in mind, just because you have abundant information or relevant business content, it doesn't mean you understand people and consider user flows (and needs/wants/expectations). Information Architecture can play a significant role in facilitating information usages to identify weaknesses and priorities and visualize the strategic perspective of information management.

 Information Architecture focuses on building information-support solutions in anticipating people-centric problems management such as how to satisfy customers or delight employees, and how information can be packaged in UI cohesively to meet the users’ goals. It’s also a useful tool to make timely strategy decisions, processing customer feedback that allows you to continuously adjust the strategy on the move, and manage planning-implementation seamlessly.

Build key "sensing" processes of an organization: If you think you have employees as internal customers and clients as end customers, Customer Experience is how you feel about the whole process or scenario - it is the sum of all thoughts, experiences, feelings, reactions, attitudes, etc, that customers have or will have in regards to using or potential usages of your product or services. To develop customer centricity, organizations need to understand whether their processes or the elements of the process are commoditized or intimate vehicles for "sensing" the external customer environment and "sensing" the internal employee environment. From the outside-in viewpoint, the customer is the focal point; from inside-out, employees are the key to executing strategy, the successful organizations should look at both lenses and enforce their people-centric vision.

It’s important to build key "sensing" processes, listen to customers, and involve them in both idea generation and process implementation, to gain insight and empathy. Study customers’ needs, including their unarticulated needs, get into the trade-offs so that businesses know that what they are giving the customer is both what they really want and what they are willing to pay for (conjoint/discrete choice). Customer satisfaction should not only be assessed based on the product or service but also upon the overall total experience, timing, digital touchpoint which are all important factors to consider.

Make fact-based decisions: To make a smooth transition from running a mechanical process-driven organization to building an organic people-centric business, the business managers need to accept that sustainable business success requires satisfied customers, and that satisfied staff is more likely to satisfy customers. Decision-makers need to have updated information that can be refined as customer insight and business foresight. They have to make fact-based decisions and ponder constantly: What investments can we make that lead to both staff and customer satisfaction? How to foster a culture of people centricity? Where to start, and who are change agents? Etc.

With the overwhelming growth of data, no single source of information is sufficient to make effective and efficient fact-based decisions. The logical decision-making process includes understanding the need, engaging key stakeholders, ensuring effective communication, assessing alternatives, developing consensus, planning, communicating, executing, and following up on decision making. Effective decision-making leads to wise investment and management practices to enhance the management philosophy of people centricity.

It is without a doubt that many organizations have come to the realization that in order to be successful within their industry, they have to focus their efforts on building people-centric business. So lean on customers, engage employees, focus on creating value for people in every step. Trust, respect, balance, empathy, engagement, and logic...People centricity is not just lip service, but a deliberate planning, seamless improvement, and relationship building continuum that delivers the right experiences to people consistently.


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