Wednesday, April 11, 2012

Retaining the Ever-Elusive Customer with Organizational Agility?

I really enjoyed this week's readings, because they made me think a lot about how organizations around the world are having to change their business practices to become more efficient. As we read a few weeks ago, there's a shortage of "knowledge workers" in the workforce globally, and I think that this week's readings might help companies to find more knowledge workers to build their businesses.

In particular, I'd like the raise the question about customer/employee/company relationships. Too many times we've all complained about poor customer service--my current experiences are with Verizon, DirectTV, and, of all things, the United States Post Office. As the world becomes more and more connected digitally--don't you think companies should be making sure they make that personal connection with a customer? With so much technology running systems, making things more efficient, companies seem to be setting themselves up for losing the customer.

In the "Capitalizing on Capabilities" article by Dave Ulrich and Norm Smallwood, they discuss the importance of cohesiveness between employees and customers. "20% of customers account for 80% of of profits," says the article. That's a lot of profit on a small group!

And it reminds me of non profits too. With the constant emphasis on donations, personal relationships in non profits are absolutely key. And to make sure both for profits and non profits are doing the best they can do, the author's idea of a capabilities audit seems like an excellent idea.

But even more than that, companies must consider the fact that they must be able to move quickly. Take Facebook with Instagram. Instragram hasn't been around that long, but Facebook seems to have recognized some major future potential! Does Facebook understand that mobility that's necessary in every company to keep up with a consumer base that's constantly informed? How much do companies need to change to suit the changing customer? How is the personal relationship strengthened?

I think it has something to do with making sure that the first contact point of your company with customers exceed expectations and watches for trends. That might be an answer, but I feel it's only partial.

No comments:

Post a Comment

Note: Only a member of this blog may post a comment.