Applying the Customer Mindset to Your Team

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In this episode...

Applying the Customer Mindset to Your Team

https://faithfulontheclock.com/applying-the-customer-mindset-to-your-team

Almost all companies these days stress focusing on the customer–that is, they’re customer-centric. But employees don’t get the same attention. This episode of the Faithful on the Clock podcast talks about that gap and provides some recommendations to close it.

Timestamps:

[00:05] - Intro

[00:37] - The customer-centric mindset is front and center for today’s companies, who are using the next-best triad to understand and serve their bases well.

[01:57] - Companies are bending over backward to understand customers.

[02:29] - Companies are not applying the same attention to employees that they are to customers. There is often a huge disconnect between employer and employee perceptions as a result.

[03:46] - We need to get companies to start treating their employees under the same mindset they treat their customers. Tackling organizational structure is the first step in doing this.

[04:42] - Changing organizational structure has challenges and takes time, but anything you can do to reduce silos and allow people to move freely will help. Repeated interactions are essential.

[05:45] - Extreme ownership can help your team come together.

[07:57] - We handle customer personas well, but we don’t apply the same detail level to employees. That makes it easier to disconnect from workers.

[08:33] - Once you have organizational hurdles out of the way, apply extreme leadership to direct your customer tools toward your employees.

[09:40] - Issues like improving employee connection and treatment can seem too big to tease apart. But nothing is impossible with God. Start with something small you CAN do, rather than giving up.

[10:58] - Prayer

[11:40] - Outro/What’s coming up next

Key takeaways:

• Employers are incredibly focused on the “next-best” triad, with the goal of achieving next-best experience. They are overwhelmingly customer-centric and use all kinds of tools to try to understand and connect with buyers.
• Many companies have clear gaps between higher-ups and employees. These gaps in perception are present in many different topic areas, including the return to work through the pandemic recovery.
• Companies have to make an effort to pay as much attention to their workers as they do to their customers. 
• Organizational structure is a significant problem that prevents companies from connecting with their workers. Anything you can do to break silos and bring people together will help.
• Extreme ownership can combat the idea that individual workers don’t count. 
• Customer personas focus on details. Psychologically, they make it easier to think hard about customers. We do not do the same for employees.
• Once you have straightened out organizational structure problems and have some extreme ownership happening, start applying your customer tools to your employees as related to next-best product, offer, action, and experience.
• An issue like helping employees feel connected can seem too big to tackle. But you can tackle anything one small step at a time.

• Understanding Next Best Offer and the Power of Personalized Marketing | wappier
• What is Next Best Action and how does it improve the CX?
• The employee-employer disconnect fueling the Great Resignation

CTAs:

• Analyze your company for gaps in employer-employee perception. 
• Identify a small step you can take to help people value each employee. Do that small step.

What’s coming up next:

Everybody feels blue sometimes. But what do you do when you feel sad at work and it interferes with your job? That’s in episode 42 of Faithful on the Clock.

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