BLOG: The Eagles Nest


Our sequence of priorities for optimum performance starts with people- customer and staff. Unfortunately today many organizations focus on their performance processes through clinical stages and incentives.

Among financial institutions this past December, it was "pay-up" month in the performance cycles and you would think that with the year's profit returns staff would be ecstatic and re-motivated. Looking a little deeper you will uncover sentiments that show cracks in the priorities ranging from employees focused on what gives them the most financial gains to those who would prefer to escape the never-ending treadmill to profits.Their cultures are no longer driven by people first!

Customer satisfaction and loyalty drives performance as concluded by many studies from academics and researchers over the years. Even in an omnichannel environment dominated with online options customers want to feel that their service is reason that drives financial suppliers' businesses or they will commoditize past relationships through disintermediation and aggregation options which we find in abundance when researching customer preferences. 

Recent negative media stories which show impersonal behaviours and clinical responses by banks sure reinforce non-personal priorities. Also when we talk to staff there is the distinct impression that top management is not driving customer first cultures any longer.

Staff also need to feel that they are part of the people first priority wherever they work in the customer chain from sales and service through to operations and enabling/background departments. Leaders have to walk the customer talk in what they do and how they do it. At every direct and indirect contact point staff have to have a customer focus externally and internally. If this is lost then dis-satisfaction is the result which affects relationships and hence profits.

Another catalyst is how green the organization is perceived by both customers and staff- is the planet important or is it profits and shareholder value at any cost.

Let's remember that technology does not exempt an organization from the cultural imperatives of people and profits but represents or mirrors the environment in which we do business. If you only want to be a commodity, online player you still have to demonstrate the empathy which engages people.

Pat Palmer | Wednesday, February 07, 2018 | Trackbacks (0) | Permalink


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