With a growing consensus that the economic recovery will falter in the second half of 2022, life is set to get harder for Britain’s businesses.
The National Institute of Economic and Social Research (NIESR) was one of the first forecasters to predict a recession in the second half of this year - although not a sharp drop, it did point to a slow down and stagnation.
In this environment, the value of every customer must be maximised, and it starts by retaining them with exemplary service. Companies of all sizes are armed with a wealth of insight that will allow them to anticipate customer needs and contact them to drive sales and deliver an exemplary experience.
Far too often sales and customer service teams have operated as islands. In today’s world, customers expect an experience tailored around their needs rather than a potato stamped sales process. To deliver a personalised sales experience, companies need to create greater flexibility for everyone within the company. It’s a one-team approach we can call the connected business.
Taking a single view of the customer as one team can unlock opportunities. It also gives the customer better service with more options and a proactive approach to any issues.
To bring the teams together, it’s important to unite behind a single vision, a universally successful destination, where everyone understands the goal and the part they have to play in it.
Management teams have to connect their staff around the customer in new ways. A happy, motivated, and engaged workforce will deliver a better experience for the customer. And happier teams are created from a shared belief and understanding that they are all working toward a collective objective.
Talented people want to actively contribute to their enterprise’s mission, vision, innovation, and commercial success. The people best positioned to solve business challenges are those closest to the processes and experiences that most need improvement.
Unlocking this potential in a business-like way needs to be the priority. To help companies achieve this goal, Potentuel has created the Universally Successful Destination model where everyone can align their own desires and goals with the wider business— effectively aligning their stars to an end goal where everyone wins.
In our experience, there is pent up demand and willingness from people to be a part of where their company is going. However, great ideas, innovation, and customer-facing front-line experience are often wasted.
Companies will need to grasp the people part of the equation as well as they do market forces and digital if they are going to reap the full benefits of the customer experience centre. Rather than dropping the changes on employees, unlock the potential of people and benefit from their local market knowledge and operational experiences. They will bring more of their discretionary energy to their work, and this talent will stay to help drive further success and a great experience for customers.
Empowering teams to lead requires a new approach from management. Leadership teams recognise that people are the most valuable asset and primary source for future success and competitive advantage. They have the humility, inspiration, and empathy to listen and be prepared to change and demonstrate that they are ready and able to enact new ideas.
So, now is the time to join the forces in joint pursuit of a better customer experience, thereby providing meaningful work for people, maximising their contribution and driving profitable business growth.
Matt Thompson is a founder of the management consultancy Potentuel and a veteran of the motor industry and tech sector.
