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service leadership The art of communication is the language of leadership James Humes Let Leaders lead the way – the ideal is a highly visible senior team that get out and about to engage with employees. A team who understand the importance of effective employee communication and show commitment towards it with time and resources. They understand their role to deliver key messages about strategy, goals and priorities so everyone can work towards them. They also seek to inspire, motivate and engage employees. They regularly solicit feedback from customers and use that feedback to change business processes in ways that both empower employees and increase customer advocacy. 43 CUSTOMER EXPERIENCE SERVICE LEADERSHIP Here are some principles that execs should keep in mind about changing their culture and building a customer centric DNA: • People generally conform to their environment: Employees do what is measured, incentivised, and celebrated. So pay very close attention to the environment that you are creating. • Culture is very slow to move, because it often outlasts the senior executive team. Make sure you only attack the portions of the culture that you are truly committed to changing. • The leader who wants to transform their organization needs to communicate “why,” model desired behaviours, and reinforce change. • Use these as levers for change: Clear beliefs, constant communications, collective celebrations, compelling stories, commitment to employees, and consistent trade-offs.