While it has long been acknowledged that employees are a company’s most important asset,
this becomes even more significant when you properly recognise the critical link employees
have with a company’s other pretty important asset, its customers. With these audiences
often managed by separate functions, it’s easy to see how opportunities to fully leverage
the customer/employee dynamic get missed.
It doesn’t matter how many millions of dollars you spend marketing your brand if the actual
experience doesn’t live up to the promises. Equally, you can spend tens of thousands of dollars
trying to gain customer insights when your employees probably know most of the answers.
Worth thinking about…