Creating an amazing customer experience has been something that organizations have been chasing for years, but it often seems just out of reach. No matter how many new technology options you invest in, or the time spent on customer surveys or determining net promoter scores if your internal processes and systems are not in the order you are sunk. Boosting customer engagement starts with having employees who are fully engaged and have the tools and resources available to provide that amazing experience to both their internal and external customers. If you have a world of broken processes, inattentive staff members and slow tools, it’s nearly impossible to increase customer engagement. See how taking steps to improve your workflow will show long-term gains for your business.
“It’s Always Been That Way”
If you’re hearing this about a particular process, this could be a trigger statement that you need a revamp. Workflows that exist for years tend to develop workarounds — an evil word that means you’re skirting around something that doesn’t work. Think about it this way: if your car’s heater suddenly stops working, you can cover up with blankets in the winter, but it’s not a great solution. However, if your engine quits, there’s not a lot you can do to “work around” the broken process except to get a new car or a new engine. Business workflows are similar, in that there are some workarounds that are annoying and some that are outright deadly to productivity. The first step in improving your processes is often identifying all the workarounds that particular teams are using in their communication or marketing systems and prioritize a system for resolution.
Text messaging is the best way to get in touch with family and friends, right? Yet businesses continue to utilize emails as the primary method of communication. How many times are your teams stopped in their tracks because they’re waiting on an answer from a colleague? When you introduce real-time collaboration between internal teams and sometimes even external customers, you’re often able to sustain a higher degree of momentum on your projects. There are plenty of free options such as Slack or Google Hangouts, as well as paid solutions. Take the time to help teams become acclimated including adding mobile apps to their phones that will sync their activities.
Customers Know the Difference
Your customers understand the difference between a workflow that works and one that contains a lot of holes and problems. When your processes flow smoothly, customers will be able to seamlessly place an order, receive updates and have a firm understanding of where their order is within your process. Real-time collaboration as well as smoothing out the friction points in your workflow will help bring together a cohesive front to your business. While customers may not be able to pinpoint that the issue is within your production department instead of customer service, they can see the outcome of a problem in slow order times and inaccuracies in communication.