[caption id="attachment_107645" align="alignleft" width="300" caption="Your people faces the customer everyday"][/caption]
Customer Experience is about People whom delivering and creating experience for the customers. And how do you deal with your people? Well, before we are moving forward one question might be glimpsed to your mind. Why people?
I was of inspired by two things that turned me to write this and accompanied with Alphonse Mouzon's music. Â First, was a column "Saturday morning coffe" published at Kontan daily by Benny Wenna (CEO Barly Group). And second from my professional life when I have to lead transformation within my business unit. Pak Benny mentioned that the key success of his business were coming up from his people whom expert in their field. How he was investing in people, by providing people development to more than thousands of people he employed. And not limited to it, he did also encourage them to established partnership; at his terms for sure. How he was established communication in brainstorming, consultation, and brought the positive energy of his people. Sounds easy right? But the truth it is NOT. There is a bunch of challenges within.
The challenge are various from the culture that resides within, the common way of working that has been done for years, comfort zone, the way of thinking etc. It is just a few to mention. How do we do it? First you need to answer below questions:
a.     How fast does your organization want to see the changes? Incorporated to the business goal
b.     How do your people understand on what your organization would like to achieve?
c.     How do you cater different needs of different people within the organization?
Same as your customer strategy, they want treat differently from services, product, channel, etc. It applied to your people as well, they have different motives. Yes most of them motives because of money, but I had known many people across the organization, mainly it was not only about money. But environment, challenges given, target etc. Besides knowing your customer needs and wants, it is great to know your people needs and wants as well. And treat them they way how they want to be treated. And start to recruit your people at your needs, and matched on their needs.
In creating customer experience, are people whom able to transform and bridge companies to their customers by not letting the customers know they are being processed. And People who make it different!!!
"It's a metaphor for every industry: if you're not different, you're a commodity"
~ Scott McKain
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