Learn more about strategy with this collection
How to develop a growth mindset
How to think creatively and outside the box
How to embrace change
Shifting the boundaries of the job
Instead of eliminating an employee, leaders should ask if they can tailor the job to reduce routinised, dead-end encounters with customers and allow the employee to respond to their needs.
Giving employees the time and space to focus on human tasks - connecting with other humans, and using empathy to understand problems and solving them - could cause employees to create more value.
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26 reads
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Connecting when it counts
Leaving customers to fend for themselves can make them less confident in their choices and the company.
Yet, when people notice that interaction is vital, employees are well-positioned to respond to customers' emergent needs. Employees can create value by reframing the service their employe...
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28 reads
Letting customers lend a hand
When employees' effort to help is visible, customers not only appreciate and value their service more but often feel an urge to reciprocate.
They will often take on some of the work themselves if the following conditions are met:
- They know how they can help.
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15 reads
Making the work sustainable
When employers help employees forge more meaningful connections between customers and employees, the organisation can become more profitable through higher prices, better word of mouth, increased loyalty, further purchases and cross-selling, and sales growth.
Some of that value should be in...
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17 reads
Demonstrating employees' Impact
Helping employees better connect with their customers gives them a better view of the impact their work is having.
Employees feel their work is more meaningful and appreciated, which increases their engagement.
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21 reads
The role employees could play in customer service
Before the pandemic, technology made it possible to automate customer interactions, causing many managers to look for ways to eliminate jobs. However, taking that approach now would be a mistake.
Managers should instead focus on elevating employees to unlock more value by a...
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38 reads
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