Success As A Mindset – This approach is essential in building consistent and successful customer experience.
But how about applying the same philosophy to internal teams within the organization?
Namely HR, IT, Finance, and sales operations.
I recently engaged with a few companies looking to increase the motivation and the perception of value their employees deliver internally. We decided to tackle this challenge from a different angle.
First, we presented the fundamental aspects of customer success and how employees can leverage them, regardless of who the end customer is, internal or external.
Our focus was on the following principles:
Distill the value the internal teams deliver and the effect on the organization’s success (the “value chain.”)
Realize the differences between “task completed” and “enable the (internal) stakeholders to perform their job successfully.”
Incorporating customer satisfaction as another quality measurement.
Soft skills (empathy and active listening) are powerful when engaging customers and delivering a service.
The “value chain” is easy to explain - one example below:
The IT administrator handles multiple tickets daily. When she resolves a VPN issue for a sales team member, she does not only “complete” the technical part of the task but also enables the needed access to the recent pricing catalog. Subsequently, the offer required by a customer can be sent within the same day. Ultimately, the sales opportunity was not lost due to late submission.
Not all teams regularly interface with customers, yet they significantly contribute to the organization's success. While performing their duties, they will also benefit from expanding their perspective and observing the outcome of their actions.
My recommendations to promote Success As a Mindset:
💡Ask your team to reflect on their successful and challenging engagements with other teams and stakeholders.
💡Discuss with them the impact of their roles in helping their organization to meet their business objectives.
💡Illustrate the internal “value chain.”
💡Encourage them to seek customer feedback.
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