Employee Engagement vs. Customer-Focus

Like many of you, I have Google Alerts update me on new posts, news and information about customer service. I am delighted to see that customer-focus is being discussed in many non customer service blogs -- project management, HR, Brand Management, Marketing etc.

I see this as a good sign that the importance of customer service is being recognized in all aspects of business.

In a recent post on Product Management Tips, I spotted an interesting post that discussed the order of importance between customer, employee and competitor. An argument could be made for a number of orders, but I agree with the moderator that the order should be employee, customer and finally competition.

I tell my clients that customer-focus should be an outcome -- not a goal. The goal is employee engagement, if we achieve that goal, then customer service will follow and resultant we will have a competitive advantage.

However, be careful that just because you are employee focused that your processes don't become organizational-focused versus customer-focused -- that is an easy trap to fall into.

When you talk about customer focus in your organization, do you consider it a goal or an outcome? How would this change the way you did things?

Let me know.

Cheers!

Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.

As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.

For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/