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Drivers for creating value and enhancing customer experience through people

机译：通过人创造价值和增强客户体验的驱动力

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摘要

Purpose - Using the staff and customers as a starting point, the purpose of this paper is to describe a framework that helps board and senior management identify key drivers that generate value for their organisation and for their customers. Design/methodology/approach - With research into the range of customer experience metrics available the authors identified a lack of consideration within the staff directly involved. The paper explores the considerations that lie behind how staff impact upon customer experience within any process framework. Findings - The approach to customer service is based around: "Treat customers well and they'll come back, spend more and recommend your company". To achieve this following the research the authors now subscribe to a "customer third" edict that recognises that people are at the heart of that experience not processes. If individuals are motivated to serve well, if teams around them work in an encouraging environment then the customer will usually believe they are coming first. The health check now developed recognises the impacting factors on staff and their provision of a great customer experience. Practical implications - The authors find that a focus on staff will positively impact their levels of productivity, absenteeism, engagement and tenure. In customer experience, tenure with enhanced motivation to serve realises a positive impact to financials. Social implications - Reducing stress in the workplace should positively impact the whole life balance for individuals. Originality/value -Appropriate focus on people rather than process within customer service industries will reduce unnecessary investment in process and system change and deliver enhanced results within existing frameworks. Change driven by the people within the process is positive.
机译：目的-以员工和客户为出发点，本文的目的是描述一个框架，以帮助董事会和高级管理层确定为组织和客户创造价值的关键驱动因素。设计/方法/方法-通过对可用的客户体验指标范围进行研究，作者发现直接参与的工作人员缺乏考虑。本文探讨了在任何流程框架中员工如何影响客户体验的背后的考虑因素。调查结果-客户服务的方法基于：“善待客户，他们会回来，花费更多并推荐您的公司”。为了在研究之后实现这一目标，作者现在加入了“客户第三”法令，该法令承认人们是体验的核心而不是过程。如果个人有动力去做好服务，如果周围的团队在一个令人鼓舞的环境中工作，那么客户通常会认为他们是第一位的。现在开发的运行状况检查可以识别影响员工的因素以及他们提供出色的客户体验的能力。实际意义-作者发现，对员工的关注将对他们的生产力，旷工，敬业度和任期产生积极影响。在客户体验中，任期的增加和服务动机增强了财务状况。社会影响-减轻工作场所的压力应积极影响个人的整个生活平衡。原创性/价值-在客户服务行业内，对人员而不是流程的适当关注将减少对流程和系统更改的不必要投资，并在现有框架内提供增强的结果。在此过程中，人们推动的变革是积极的。

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