| Inspiring Workplaces |
ISSUE 973 - May 24, 2023 |
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Why You Need a Customer Advocate |
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Here's an idea to help you improve employee engagement, encourage more honest conversations, and improve your customer service, all at once. (Well, okay, not all at once, you'll have to do this, well, forever.)
Create a rotating "customer advocate" position on your team. Yes, ideally you want everyone advocating for your customers, but officially recognizing someone as the "customer advocate" for a month, quarter, or six-month period sends a message to your entire team or organization about the importance of customer experience.
Create a job description that outlines how their role will be to see everything through the customers' eyes and to advocate on their behalf. Make it clear that you want your customer advocate to challenge assumptions and norms. Free them up to play devil's advocate when debating issues related to customer experience. And give them explicit permission to ask challenging questions and to speak up on behalf of your customers.
Although you could make this a permanent position, I like the idea of rotating it around as a way to engage more employees with a new challenge and passing the baton from employee to employee helps you gain new and fresh perspectives.
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Mike's Fun at Work Tip |
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Tomorrow, May 25, is Nerd/Geek Pride Day so why not challenge everyone on your team to a "nerd off?" Award a prize for the nerdiest dressed person or a small reward to your customers who celebrate nerd pride day - just make sure they're actually participating in your event or that could go really, really badly for you!
Conversely, have people share, either in person, via email, on your intranet site, or through interpretive dance, one trait/behavior they have that would qualify them as an honorary nerd.
And remember, NERDS RULE! So, we're celebrating nerds not mocking them! (And I say this as a HUGE nerd. Please don't mock me.)
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Deep Thought of the Week |
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"A balanced diet is a cookie in each hand!" Anonymous
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Funny Business |
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A U.S. gas station created a viral marketing video after posting a sign for their customers that read:
"Do a silly dance walking in and if we
like it you'll get $5.00 of your gas"
($10 if we REALLY like it.)
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Creating Culture Champions
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Is There Such a Thing as Being Too Nice at Work?
In this 8-minute, gluten-free video, I look at the pitfalls of being too nice: Is Your Workplace Too Nice?
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Copyright © 2023 Michael Kerr. All Rights Reserved.
mike@mikekerr.com
Suite #644, 104-743 Railway Avenue, Canmore, AB, T1W 1P2 |
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