No one is that smart. No one can do it all exceptionally alone (at least for long.) And talented employees want to contribute and show their talent.
The greatest risk in this self-delusional thinking is that your brightest employees will actually be the ones that bring you out of the recession stronger. Limit their chance to do so-- dim their opportunity-- and your great employees will leave, with the remaining employees just doing just what they are told, and the replacement employees will be less talented.
Whom does this adversely affect outside of the leader and your employees? Your customer. Who benefits? Your competition!
It is essential for leaders to understand that customer service is the lifeblood of their business. (Yes we are aware that cash is king and without positive cash flow the business ceases to exist. Without satisfied customers, however there is no cash. And without satisfied and engaged employees there are no customers - satisfied or not!) So let's see take a critical look at what the most successful corporations, organizations and companies are doing different.
Why Nordstrom, Zappos, Apple and Netflix Ranks High in Customer Satisfaction.
Are the companies listed above perfect? Of course not. Are they serious competitors? Absolutely. How are they differentiating their customer service from others in their industry? They are using an employee-centric approach to heighten their customer service. The premise of "The Service-Profit Chain" (first developed at Harvard University by James L Heskett) speaks to this approach. It's premise is simple: highly satisfied customers drive growth and profitability, and highly equipped and satisfied employees will better satisfy customers to drive that growth. Otherwise said, employees with the skills and power to really serve their customer have an increased employee satisfaction, productivity and loyalty which in turn leads directly to increased service to the customer, meaning greater customer satisfaction and loyalty, which of course, leads to greater revenue. Most simply stated, satisfied employees are a critical contributor to customer satisfaction!
We see this as an employee driven profit model - and it's "people centric", which to us is the heart of your business.
Results Our Clients Are Achieving Using A People-Centric Model
One healthcare software consulting company survived the recession relatively unscathed. Another grew over 38% percent during the heart of the recession. How? By providing personalized and highly focused customer service.
Does your small or medium-size business need a new phone system? Then you're in luck! Our new, updated comparison guide helps you cut through superfluous information and narrow down your list of solution providers. Get the latest data on phone system features, pricing, and performance metrics in an easy-to-use format. more
The holiday season is filled with frenzy and excitement for businesses and consumers alike. Consumers prepare gift lists, compare brands and prices, and begin shopping with a vigor that is not present most other times of the year. For many businesses, the holiday season accounts for a large profit bump at the end of each year, and companies strive to exceed their goals and keep customers happy during this rush late in the year. more
There are a lot of possible reasons you might want to switch to a new phone system. The old one might cost too much or be too troublesome to operate and maintain. It might not be flexible enough. It might not be reliable enough. Or it just might not have the kinds of features and capabilities that you need in today’s competitive business climate. more