① Build a
culture always trumps know-how in adoption of new approaches
Create Customer Value:
10 Lessons from Matsushita
② Believe in and
understand the power of employee advocacy and the
social media networks – today people trust more opinion leaders,
than brands. Allow and help your employees become positive and effective
③ Start with engaging
employees, especially those who understand
customer needs and know
what makes people buy. Employee engagement and
customer engagement go hand in
hand – engaged customers are built by engaged employees.
employees become brand ambassadors, reach out to customers
using social media tools, close more deals, and contribute more to overall
④ Organize a free flow
of information to mobilize every department. Knowledge informs proactive
engagement and innovation.
– every employee must be enabled to own any customer interaction.
⑥ View customers as
people, now transactions. Keep in mind that up to 70% of customer
decisions are based on
Focus on Emotional Drivers
business designs for a frictionless and seamless customer
⑧ Define an effective
social media policy and ensure that employee posts are kept within this
policy and best practices bounds.
⑨ Adopt flexible
business processes and technologies to meet the changing
cloud-powered business processes – they are a rapid response to changing
customer habits and expectations.
Partner with customers for
of existing or
development of new products or services. Interactions with customers
engage employees on a deeper level and provide better customer and
market insight. Establish a
culture of innovation that continuously
the customer experience.