Employee Empowerment Drives Customer-Centric Culture Change

Share:
Every successful executive understands that, ultimately, their employees reflect their leadership skills. Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences.
Customer Strategy

Every successful executive understands that, ultimately, their employees reflect their leadership skills. Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences.Mark Nolan, senior director, service partner management for T-Mobile, has made it his mission to ensure that frontline team members have the knowledge, tools, and confidence to resolve customer concerns independently and effectively. Nolan currently leads T-Mobile's 'Finding the Yes' enterprisewide initiative, which is dedicated to customer centricity. By educating staff at every level across the organization on scenarios and situations in which standard policy and procedures can be broken, this program empowers employees to treat each customer as an individual and take advantage of opportunities to earn loyalty. 'T-Voice' further encourages employee engagement by allowing staff to discuss issues they've observed and share ideas for customer experience improvements.

Similarly, Terry Cain, vice president, global customer engagement for Avnet, Inc., ensures all employees understand why customer experience matters by demonstrating the traits all staff members should try to emulate throughout their daily interactions. Cain knows that successful companies must go beyond the data collection process by bringing this insight to action in an effort to cultivate loyalty and implement change. Thus, Cain established Avnet's 'Journey to Customer Centricity' workshops, which aim to guarantee that all employees adopt the company's customer-centric mindset and grasp how their roles impact customer engagement and relationships. Frontline staff also now has increased visibility into customer data so they may detect issues earlier and offer solutions quicker to minimize dissatisfaction and churn.

Both of these leaders recognize that their employees represent the heart of the organization, and that, without their dedication and expertise, the customer experience would suffer. True customer-centric culture change requires buy-in from every member of the organization. Thus, an investment in employee development serves as an investment in customer loyalty, as well.

Download the 2015 1to1 Media Customer Champions e-Book to learn more about this year's winners.

EXPERT OPINION
EXPERT OPINION