Written by Guest Author | March 13, 2015
Getting the right staff in with the help of the right recruitment consultant in Leeds is one thing. But actually getting those staff to care about your company’s mission… really, really care… that’s a tricky thing to do. But building a customer-centric culture isn’t possible otherwise.
Let’s start from the beginning, with the question “How do we get employees to care?” Let’s drop that question. It implies a “them and us” approach that does little to create unity in your company. Instead, you should be asking… “why should employees care?”
But above all, remember that it’s all about “we”, not “them”. You and your employees are the same collective.
Great organisational alignment is three-pronged
Getting your employees to care depends very much on getting your organisation’s culture, engagement and goals right. The first two will already exist, but they might not yet be ‘right’.
Engagement, for example. What are your productivity statistics? Turnover figures? Absenteeism? Customer satisfaction scores? These all give you a good idea of your current level of engagement. Similarly, every company has a culture, but that may or may not be a strong, inspiring and motivating culture.
Goals, though, need to be created and set out as part of your broader vision and strategy. If you lack clearly defined company goals, your firm won’t go anywhere. These three aforementioned elements go hand in hand within a company – and only the very best manage to get all of them right.
The importance of customer-centricity
If you want to boost employee engagement in your company, you will need to make your organisation a customer-centric rather than company-centric one. One of the key findings of research studies in this area is that company and employee priorities and actions are better aligned when it is the customer that is the focus.
However, you should also ensure that employees feel the sense of purpose that is necessary if they are to trust you as a leader and drive your company to ever-greater success. Remember that emotional factors have a greater role in driving employee engagement than functional factors.
At every turn, your company should, above all else, work to do the right thing for the customer. If it does, you can better ensure that your staff actually care about their work.
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