Once your organization has made the decision and commitment to being customer focused, you will want to engage your colleagues – at least the ones who impact the customer experience.
You’ve likely heard of Six Degrees (aka Kevin Bacon game), which builds on the idea any two people on Earth are only six or fewer acquaintances apart. Connections between your teammates and your customers are much closer than that.
It’s easy to see direct connections – think Sales Reps, Customer Service Reps, and Technical Support Reps. That said, indirect connections are also very closely linked to customers:
HR hires associates who directly serve customers
Manufacturing creates products that customers use
Marketing helps customers become aware of those products
Finance prepares invoices that are sent to customers
Thus, to engage all of your colleagues who impact the customer experience either directly or indirectly, you’ll pretty much want to engage everyone. That narrows it down, doesn’t it?
Implications for the CX Professional:
- CX activities need to be relevant and meaningful for everyone in the organization.
- All associates need to understand how they personally impact the customer experience.
Vice President, Consulting Services