From the course: Leading a Customer-Centric Culture
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How to engage your employees with the vision statement
From the course: Leading a Customer-Centric Culture
How to engage your employees with the vision statement
- When we talk about getting employees to be customer focused, we're really talking about employee engagement. Employee engagement is the extent to which an employee is deliberately contributing to organizational success. When you think about this definition, you may notice we need two things. First, they need to know the customer service vision. Second, engaged employees make a commitment to help fulfill the vision with the customers they serve. There are three questions you can use to evaluate employee engagement in a customer focused organization. The first is, what is the customer service vision? Employees need to know it exists and be able to point to it, whether it's in a handbook, on a poster, or in some other location. Next, what does the customer service vision mean? We want employees to do more than just memorize a statement. They should be able to describe its meaning in their own words. And finally, how do you personally contribute? Employees should be able to describe how…
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