How do you know what your customers need? This is no idle question. Giving your customers what they need is critical to building their engagement and loyalty. You cannot create a great customer experience by leaving them guessing.
The first step is to put yourself into your customer’s shoes. This is pretty common practice– most companies provide ample opportunities for their employees to use their products through discounts, distribution of free product, etc. A range of medium can be used to disseminate information to customers, examples;
- Campaigns
- Newsletters
- Flyers
- Brochures
- Newspaper articles etc.
Besides customers, information must be disseminated within the organisation. Without communicating workplace policies, processes and the company’s mission and principles, employers cannot reasonably expect employees to perform their job functions, much less enjoy working for the company. Many employers provide employees with a job description and then expect that they’ll require little more to do their jobs. However, timely and regular workplace information conveys an important message from the organization’s leadership: The Company cares enough about its employees to keep them well-informed about the organization and its direction.
- Conduct mandatory all-staff meetings quarterly and departmental staff meetings at least monthly, depending on the size of the organization, the business stage your company is in and the number and size of your departments. For example, it may not be feasible to conduct all-staff meetings if your company has dozens of employees who work in remote areas throughout the country. However, if your company is the early stages of development, it’s essential that you regularly update staff and leadership on the organization’s strategy, growth and direction.
- E-mail employees about updates to the company’s intranet and require that employees provide electronic signatures that indicate they have read and understand critical updates. However, don’t overload employees with mostly unnecessary emails. Devise a system for sending critical updates versus sending updates that don’t need immediate attention, such as marking critical e-mail messages with a colored flag.
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