One of the big moves we’ll see in 2011 is the shift from companies employing just one section of their company into a “social” role (i.e. their customer service or PR arm), to the whole organisation becoming “social”. One of my favorite bloggers, David Armano, was interviewed on the subject.
From a leadership perspective, you need to consider how you act, behave and are perceived.
Are you putting up barriers so you don’t hear the real situation? Witness the recent banking crisis. Only today a report on the radio stated one of the problems was there were not enough whistle blowers; people who were prepared to say the actions of the banks were wrong and unsustainable. If you are a leader are you sending out subconscious signals to your employees so they don’t tell you want they really think? If you are an employee do you have the courage of your convictions to tell the truth.
A few challenges for you to mull over….
- What are the subconscious signals you are giving to your Customers?
- What could you do to provide a great Customer Experience?
- Are you really listening you the people that know what is going on?
- Are you speaking out about what is right and wrong with your Customer Experience or just following the herd?
Forrester, Part 1 from UX Magazine on Vimeo.