Saturday, December 4, 2021


People-centric management capability is built via the top executive's generous sponsorship, the middle-management dedicated execution, and the bottom line employees’ full support.

Organizations across the vertical sectors put dedicated efforts on building people centric organizations. Employee Satisfaction is a company’s ability to fulfill the physical, emotional, and psychological needs of its employees; whereas customer satisfaction is a company’s ability to fulfill emotional, and psychological needs of its customers. These two sources of information, employee satisfaction, and customer satisfaction should be linked. 

From the outside-in viewpoint, the customer is the focal point; from the inside-out, employees are the key to executing strategy. Organizations should look at both lenses, and leverage management practices in exploring cause & effect, and build truly people-centric business. What are the great questions to ask for improving people-centricity from a business investment perspective?

What investments can we make that lead to both staff and customer satisfaction?
If you think you have employees as internal customers and clients as end customers, Customer Experience is the sum of all thoughts, experiences, feelings, reactions. Having a strong sense of investment and developing customer-centric app programs within the business means to build an integral and unique set of business capabilities to engage employees or delight customers and build a people-centric organization. To produce hassle free solutions, the management needs to collect feedback from customers: How is the customer going to use your solution? Does the new solution help users do things better than the current solution? What’s the adoption rate? Can it improve productivity or spur creativity? Is it intuitive, easy to use?

 Put emphasis on investing customer-centric innovation and deliver “no-nonsense” solutions. Point out that customer inquiries are not only support related, but can also foster better ways to solve problems. Customer centricity is built upon rigorous business’s capabilities and processes to shorten the customer-centric solution delivery cycles and satisfy customers consistently. For all critical business investments, it’s important to generate business cases and look for investments to be justified and governed on the basis of benefit delivery, return on investment and contribution to innovation

Should investments focus on staff satisfaction and capability as a means to deliver customer satisfaction: We are experiencing rapid change and exponential knowledge growth. People are human assets and capital. The employee can greatly influence the customer's perception of the company and its products or services. Talent analytics is crucial to put the right people in the right position, build a highly competitive digital workforce, and shape high-intelligent business. Talent analytics will bring business leaders together across the organization to share their experience and insight wherever there is a gap in the business system, identify competency gaps, and make wise investments.

Employee Experience itself has layers of optimization - work environment related and employment-related. Excellent employee experience directly influences exceptional customer experience, and great customer experience management is a differentiator for companies. Business value is often measured by consumption of the organizational assets and optimization of corporate investment in support of the business solutions that are identified within the organization's revenue producing stream by engaging employees to delight customers.

Does an investment directly focused on improving customer satisfaction, lead naturally to more satisfied staff? Customer Experience is the broad umbrella that you deliver from purchase throughout the full "journey." Customers need all of these areas to be a focus of the business if you want them to continue to buy and recommend your products/services to others. Customer-facing solutions are critical as at the end of the day, they generate revenue for the business, and they are the building blocks of business competency. There is a distinction between reactive (Customer Service) and Proactive (Customer Success). Together it defines the Customer Experience (interactive). Being proactive means by using data and feedback, a company can show agility in providing what the customer is looking for in products and services. If done well, this leads to customer success. People-centric success is proactive, identifying ways to help customers gain value from the product or service you provide.

Customer satisfaction and employee satisfaction are mutually reinforcing with each other. So when customers are happy with their experience, the staff’s job is well done, they also feel satisfied. When an organization has the capability of doing Customer Journey Mapping, they can use this to map Employee Journeys. The value a product or service has for a customer can be influenced by an employee he or she is in contact with. Employee engagement mirrors customer experience levels. Customer-interface employees such as CX designers are complex problem-solvers who can blend business objectives, technology capabilities and a rich understanding of users into innovative and compelling digital products and services.

People-centric management capability is built via the top executive's generous sponsorship, the middle-management dedicated execution, and the bottom line employees’ full support. Either mapping the behavior value chain or linking the workforce metrics to customer satisfaction, If the management accepts that sustainable business success requires satisfied customers, and that satisfied staff is more likely to satisfy customers, then they are exploring cause and effect rather than trade-offs and priorities. They can pull resources or talent together, harness cross-functional collaboration to work in the same direction for achieving people-centricity and long term business success.


Post a Comment