Apr 29, 2022
The world changed in 2020 and it forced
businesses, their staff and their customers, to each recalibrate
the needs, the value, and the loyalties of their relationships.
We’ve been seeing businesses, public services, staff, and
customers, all coping with EXTREMES - and many, stepping into
unknown territory to go the extra mile to HELP one
another.
In this episode, I want us to look at THE BIG
PICTURE of why customer experience has become so important today,
and why - “It’s time to stop
juggling, and start creating
value”
It’s taken a
global crisis to re-focus businesses and public services on
creating genuine value instead of the old way of simply juggling
the needs of the business, against
the needs of customers and against
the needs of staff - a situation, where in the end – NOBODY wins! It’s time to start creating genuine
value with organisations adopting deliberate outward-facing
strategies, that provide valued products and services, delivered by
engaged and knowledgeable staff, empowered to meet and sometimes
exceed the needs, wants and expectations of customers - resulting
in mutually assured success. As the world embarks on a protracted
journey of recovery, this shift towards value-centred relationships
has created a new urgency for organisations to build a more
sustainable environment that aligns the needs to the business, with
the needs of customers, and the needs of staff, to create more
genuine relationships – focused on creating mutual value and
driving mutual success. Organisations, that will do well in the
future, will be those that have learned from this change and avoid
falling back into the ways of the past. In this episode we draw a
big picture to represent this change, and consider a five step
transition programme to “stop juggling, and
start creating value”.