Research by the National Customer Focus Monitor 2019 shows that only 8% of Dutch organizations are 'truly' customer-focused. Why is it that we want to be customer-focused, but fail to achieve it? This article is not about the latest customer experience (CX) hype. This article is about the decisive factor for customer focus: how do you influence the mindset of your employees?
Customer focus has been a hot topic for years. There is a huge amount of tools, theories, and models that all promise golden mountains. Unfortunately, once all the steps have been taken, those golden mountains often turn out to be a long way off.
So where does the biggest problem lie?
All companies agree: "It's difficult to get everyone in the organization pulling in the same direction!"
All CX theories and models mention that it is ultimately human work. However, practice shows that the human factor is often overlooked or simply forgotten. A lot of money and time is spent on everything else, but little on the guidance and development of employees.
The result often falls short of expectations:
- Less than 20% of employees are willing to take targeted action based on the customer feedback that has been collected.
- Less than 40% of employees are enthusiastic about their work and their employer.
Frequently heard "tips and well-intentioned advice" for motivating employees often miss the mark: invest in job satisfaction, encourage customer-focused working, or give compliments more often. As an organization and manager, you need to have a deeper understanding of the human factor and not just rely on superficial tricks. In addition to customer experience, you also need to know about EQ and SQ, the Emotional and Social Quotient: in short, the human psyche. It's no longer just about the best salesperson with the highest turnover or the service desk employee with the fewest mistakes. It's about the mindset of all employees:
Customer focus has been a hot topic for years. There is a huge amount of tools, theories, and models that all promise golden mountains. Unfortunately, once all the steps have been taken, those golden mountains often turn out to be a long way off.
So where does the biggest problem lie?
All companies agree: "It's difficult to get everyone in the organization pulling in the same direction!"
All CX theories and models mention that it is ultimately human work. However, practice shows that the human factor is often overlooked or simply forgotten. A lot of money and time is spent on everything else, but little on the guidance and development of employees.
The result often falls short of expectations:
- Less than 20% of employees are willing to take targeted action based on the customer feedback that has been collected.
- Less than 40% of employees are enthusiastic about their work and their employer.
Frequently heard "tips and well-intentioned advice" for motivating employees often miss the mark: invest in job satisfaction, encourage customer-focused working, or give compliments more often. As an organization and manager, you need to have a deeper understanding of the human factor and not just rely on superficial tricks. In addition to customer experience, you also need to know about EQ and SQ, the Emotional and Social Quotient: in short, the human psyche. It's no longer just about the best salesperson with the highest turnover or the service desk employee with the fewest mistakes. It's about the mindset of all employees:
Fortunately, an organization can change its mindset and, with it, its behavior.
In order to make the change, a manager will first have to answer the following questions:
- Why is an employee not doing what is expected of him or her?
- How does an employee get moving and keep moving in the right direction?
We have the CX ACT NOW training developed to train the mindset of you and your colleagues. This training is based on ACT (Acceptance & Commitment Therapy). With this training, Feeddex offers your organization concrete exercises and tools to create a customer-focused mindset.
Want to know more about the open training course: CX ACT NOW?
On January 23, 2020, there will be an open training session. CX ACT NOW where you can learn about and experience what the training can do for you and your colleagues. There are only a few spots left, so sign up quickly!
In order to make the change, a manager will first have to answer the following questions:
- Why is an employee not doing what is expected of him or her?
- How does an employee get moving and keep moving in the right direction?
We have the CX ACT NOW training developed to train the mindset of you and your colleagues. This training is based on ACT (Acceptance & Commitment Therapy). With this training, Feeddex offers your organization concrete exercises and tools to create a customer-focused mindset.
Want to know more about the open training course: CX ACT NOW?
On January 23, 2020, there will be an open training session. CX ACT NOW where you can learn about and experience what the training can do for you and your colleagues. There are only a few spots left, so sign up quickly!