Why should I get my team onboard?

Created by Joakim Freij, Modified on Sun, 29 Jan 2023 at 07:39 AM by Joakim Freij

If you want to create a great customer experience every part of the company needs to be onboard.
This also goes to staff not working directly in contact with your customers.

Customer focus and centricity is part of the company culture and that culture is created by everyone in the company.
Being detached from customers or only getting one kind of interaction with customers will skew the view of the company and the customers and affect the culture.

If you work in a team that only comes into contact with customers that have had a complex and bad experience with the company, such as second line customer service, then 100% of your experience are from the few customers who have had a bad experience. If you are in another role completely detached from customers they will no longer be people of flesh and blood but rather mythical creatures. 

Providing customer voice to all employees and empowering them to solve situations and create great experiences the customer centricity of your culture will grow and you will provide better customer experiences increasing your reputation and holding on to your best customers for longer.

There are simple tools to do this:

  • Set a team to contact customers to thank them for their feedback (answer module)
  • Provide timely report of your reputation and customer comments to managers (weekly report)
  • Provide voice of customer to all employees through Microsoft Teams or Slack (Teams and Slack integrations)
  • Show off your customer feedback in management and board meetings (management report)

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