Improve CX through Company Cohesion
Posted By: DSG
A company that operates as a collective unit, through organisational cohesion, is able to harness CX influence by tapping into diverse knowledge and expertise that each employee offers to the CX mix. From being exposed to various customer’s, their experiences and the phases that they encounter throughout the CX lifecycle, cohesive organisations that embrace group learning are better equipped to evolve and improve CX strategies with relevance, accuracy and speed.
Adding this new dimension to human resource management and better still, applying this critical success factor to the measurement of key performance areas will instil a culture where everyone’s input is collected, valued and built upon.
By actively empowering all employees, not just those individuals that shape hierarchical constructs but employees exposed to rudimentary business function on day to day bases is as effective, if not more in some respects, as enlisting customer focus groups to share direct CX feedback.
Customer experience strategies, committed to CX excellence are a consequence of a customer centric culture that the entire organisation subscribes to. It is only through a shared understanding and transparent leadership that organisational cohesion and consistent performance will benefit customer experience strategies.
Here’s how to improve company cohesion and group unity.
1. Incentivise innovation and pioneering implementations.
Through encouraging innovative thought and follow through by the implementation of innovative ways of enhancing business functions, CX or ways to save the business money, employees are distinguished for input and execution of business improvements.
2. Shared goals and group incentives
When defining key performance metrics include KPI’s those that speak to group synergy and collaboration.
3. Cross communication
Although larger organisations will plead unfeasible, it is critical to create forums where employees are made to feel comfortable, safe and empowered to share their ideas, pain points and feedback that is acknowledged and heard.
4. Implement group norms
While all groups within an organisation brings with them diverse standards of practice, behaviours, values and norms, instil standard operating policies, non-negotiables and define group expectations so that each individual, their behaviour and operation is underpinned by a common frame of reference.
5. Celebrate failure with as much attention as successes
As with the active acknowledgement, feedback and dialogue created around group success the same degree of focus should be applied to failures. Keep in mind that it is only through defeat or failure that best practice can be defined. Celebrate failure through feedback sessions and post-mortem discussions to highlight what went wrong and how to apply learnings with maturity and positive forward movement.