Four Disruptions That Will Change Your Employee and Customer Experience

Trend tracking is an integral business tool that can give companies a leg-up on their competition, help predict areas of growth and gain insight into the minds of consumers. With 2016 in the rear-view, now is the time to focus on ways to advantageously position your company for success. Here are four disruptions organizations need to prepare for, as they will change employee and customer experiences.

Tidal Waves Of Change:
Political, organizational and social change have never been more pivotal or closely linked than they are today–causing the line between professional and personal lives to blur. Today, consumers expect the brands they buy from to reflect their values, and they will vote with their wallet to condemn those that don’t. Employees, too, are experiencing the impact of social change within the workplace. Organizations that are strategically prepared to deal with change, both within the industry and the communities where they operate, will be better equipped to navigate tomorrow.

Forget Bloggers – Employees Are The Biggest Influencers:
“Employees they know” is ranked number two for consumers as a trusted resource when making purchasing decisions, which has a direct impact on the customer experience. Yet the majority of companies are not engaging their employees to be social brand ambassadors. Not only is creating compelling messaging and seamless sharing critical to leveraging employees as brand ambassadors, organizations must also focus on creating great places of work and a strong purpose that connects to the customer experience, ensuring that messages ring authentic.

Centralization Is Not Always The Answer:
The benefits are clear – it’s efficient, it keeps an organization lean, and ensures a central, uniform experience. It’s also not for everyone. From regional autonomy to full centralization, there is a full range of organizational models in between that may be more realistic or better suited for your business. First up: Get your leaders in a room and identify where you are currently, and where you want to be. The dissonance may surprise you.

Data Is Great But What Do You Do With It?:
3 out of 10 jobs available in America currently involve data mining, reflecting the desire to harness valuable insights buried underneath intimidating volumes of information. Organizations should seek to link customer needs and employee capabilities by identifying gaps in the service their brand provides, how it’s supported, how customers experience them – and creating actionable strategies to close the divide.

Want to learn more about these trends? Reach out to me here.

About Ewan Main

Ewan Main is the CEO and co-founder of Daggerwing Group, a global management consulting firm. As an integrated firm, Daggerwing Group helps executives accelerate growth by optimizing the intersection of business goals, customer needs and employee experiences. Contact Ewan Main at emain@daggerwinggroup.com.

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