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Making sure your NPS Scores for both Employees & Customers Align · The Business of Alignment - Powered by The E1B2 Collective

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  A subtle data point that a lot of HR leaders don't pay
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  attention to enough is your customer satisfaction scores and
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  your employee satisfaction, happiness and productivity
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  scores. The the scores that are
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  potentially connected to how much input employees have to
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  decision-making to process changes to how you design the
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  entire customer Journey or processes or technology overall.
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  So let me tell you why I'm bringing this up.
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  Up, I believe more than ever and I 2023 2024 World product teams
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  marketing teams, customer success, teams, Revenue teams
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  sales teams as well as HR teams need to be aligned.
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  They need to be aligned from the following areas, from a sales
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  perspective, from a product perspective, from a customer
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  experience. And interaction perspective, if
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  there are things you want to tweak things, you want to ramp
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  up things, you want to change things.
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  You My ad that will never be drive.
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  More Revenue, more bottom line, more sales, more growth.
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  I believe you need to have a team of employees that are on
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  the ground floor on the, on the, on the bottom line, right?
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  Your ground for employees, your your sales associates, your your
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  your engineers, your your customer service reps, your your
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  Partnerships Associates. What your sales associates,
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  whoever you have right? Those are Are literally working
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  in and out of the business trying to actually tangibly, do
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  some of the new changes in strategy and Andre scoping that
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  you're inevitably proposing, I believe you have to have those
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  individuals that are on your ground floor, think of them like
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  a like a board. A board of directors or an
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  Advisory Board. Not so much of an ERG but just a
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  group of 15, 20 of those ground level employees that are going
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  to provide you feedback and legitimate perspective, around
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  the changes that you want to. To the product.
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  The changes that you want to make to the sales processes, the
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  changes that you want to make from the customer experience
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  perspective and you need to make sure that those individuals have
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  input on those changes to make sure the changes are going to be
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  changes that the actually feel they're going to be beneficial
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  to the company to their own experience of the organization
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  to the workflow to their output. If the make sure that the
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  bandwidth that you're that you're down, increasing does not
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  put them in a danger zone of potential burnout of teasing
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  there, there, there there, unsatisfaction for, but for the
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  company overall. And so that's why in the
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  beginning of this of this rant here, which you saw me do.
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  As I said, your customer and client scores from, let's call
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  it can MPS perspective. Need to be the lead to be
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  congruent and aligned good or bad, or indifferent with your
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  employee scores, with how your employees are having success
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  and, or thriving, and or having overall overall.
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  What's the where I'm blanking right now?
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  Overall happiness, if you will and satisfaction with their
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  overall experience, if those scores are not aligned, I
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  personally believe that you're in trouble as an organization.
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  And I don't believe enough organizations.
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  As I said prior in this episode, I don't believe enough HR teams
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  that are actually getting this data on the employee side, and I
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  don't believe that sales leaders, and revenue leaders.
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  And CEOs are getting enough data on the, on the, on the Summer
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  side and taking that data and seeing how congruent, how
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  aligned, how how consistent the data is on both sides of the
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  pond? I don't believe they're doing
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  enough of that. Now, there's multitude of
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  reasons of why but let's not even get into that.
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  The punch line is that has to change.
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  And so I believe in a quarterly basis, you must look at that
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  data. You must say okay who who do we
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  have here, right inside of this particular of side of this team
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  that are on the ground floor. My day-to-day Grinders, who do
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  we have here? That is Going to give thoughts
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  points of views data and feedback.
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  Go through those surveys, go through that feedback.
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  Go through the process to raise their hand and be very brutally
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  honest about their experience and how easy it is to utilize
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  the technology. The tools, the changes, the
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  inputs that you on the customer side and on the sales side on
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  the product side, when I make and get their feedback to make
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  sure that the the update to the changes that you want to
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  implement, or going to be updates and changes that feel
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  good to them, that are realistic that are going to not.
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  Not take their bandwidth in their workflow and shoot it
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  through the, the moon, where now they're going to be super
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  stressed out or overworked or fuel more anxiety.
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  And you also have to take the same amount of scores from your
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  consumers because the end of the day Revenue was with drives a
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  bit of business clearly. So you also have to make sure
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  that your Cuts your customers and your consumers are happy
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  with the inevitable outcomes in the product and the experiences
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  that they're having. Now let me tell you even more
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  how these two line, if the employees you Norman employees
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  first. Guy.
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  If the employees don't feel like they are heard at their
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  employees, don't have a moment to raise their hand and give
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  input around product adjustments, customer service
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  processes changes things of that nature.
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  Number one, they're not going to feel heard and recognized, which
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  is going to piss them off, and make them feel just, you know,
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  just gruntled and uncomfortable. Secondly, what's going to happen
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  is they're not going to feel like they like they should even
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  be around here but then with within the potential company and
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  so they're going to start going on, although, up autopilot and
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  I've seen So many colleagues, friends, family members, do
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  that, where they're unhappy with the organization or sitting in
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  the customer service team, they're sitting is a sales
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  representative the sitting on the customer experience team,
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  they're they're sitting on the product team and now you're
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  watching their productivity. Their output their overall
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  consistency and engagement drop-off and it's because they
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  have not been heard. It's because the changes that
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  you decided to implement completely Spike their bandwidth
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  completely Spike. Their anxiety, put them in a
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  position where it just was not really.
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  List. They can, I see companies and
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  teams you this all the time where they're pushing their
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  sales. Teams are pushing their customer
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  service teams that are on the ground floor, too hard based off
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  of the needs. Their desires, the points of
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  views of the consumer base, both data points, both perspectives
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  must be aligned. And in my humble opinion, I
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  believe you have to go lean heavily into making sure your
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  people are heard, your peoples bandwidth and overall.
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  Utilization rates are where they need to be and I promise you
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  that will impact positively your consumers. and so, as always
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  just a few thoughts, just a few perspectives will check into and
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  so, as always just a few thoughts, just a few
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  perspectives will check into