Six Fatal Mistakes of a Once "Good to Great" Company
Free eBook
by the Chairman of the Board of EMG
The Chairman of the Board of EMG, Don Eames, published a free eBook that tells a story about the demise of one of the best retail companies in the world.
to learn more about the eBook and download a free copy.
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Growing the Sweet Spot
A Balanced Strategy Produces Top Results
December 2008
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Winning with your customers, your employees and your shareholders
Balancing the customer experience, the employee experience and your business results is critical to a successful strategy. Today, more than ever, your goal must be to provide the best affordable customer experience possible, hire, train, and retain customer centric employees, and develop and implement business plans that maximize today and build for the future.
Out of Balance - Results Centric
If you get out of balance by focusing on business results over both the customer and employee experience, you may be successful in the short term but risk alienating customers and employees over the long run. If employee training and communication focuses purely on Business Results there is a high likelihood that the overall customer experience will suffer. Focusing on selling products or high margin skus versus satisfying customer wants and needs will not build loyalty.
Out of Balance - Customer Centric
If you focus on the customer experience over both employee experience and business results, you may not even make it in the short run. Unhappy employees will not provide great customer service. Without sound business strategies that produce results you will not last for long. Training your employees on providing a sensational customer experience and building relationships without training them on how they can impact the business will keep your business out of balance and minimize your return.
When you advertise to your customers exciting new technology, top brands or hot values that drive traffic and do not train your employees, equipping them with the product and technology knowledge and selling skills, you consistently cannot deliver on your promise.
Out of Balance - Employee Centric
If you focus on your employees at the expense of customers and results, you will have a happy group that has more fun at work and enjoy their jobs but don’t focus on providing a great customer experience or held accountable to outcomes and growing the business.
If employees are trained to ask questions so they can understand the customer’s wants and needs and taught how to build a trust relationship but do not make ties between customer responses and products and services, you limit the ability to maximize the customer experience, sales and profit.
The Sweet Spot
Growing the Sweet Spot
Maintaining a balance between the customer experience, employee experience and business result is required to maximize the outcomes of any strategy or initiative.
Leaders must understand what current conditions and culture exists and how they impact the sweet spot. Business plans can be tailored and training/communication plans developed and implemented that assure that outcomes are balanced and maximized. Without balance outcomes will be minimized.
By leaders understanding and impacting the current state and culture, they can enable and leverage employee talents and skills to improve the employee experience, creating better solutions for customers and improving business results.
By building relationships with the customer, the employee can identify wants and needs and offer solutions that impact the customer experience and profitable outcomes.
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