Everyone says that their employees are their most important asset, but I believe few know what that really means. Some say that because payroll is usually their biggest expense, treating employees like a costly asset that needs to be reduced. But managed effectively, they are the embodiment of management’s mission, vision, and values, and often the most important touch point for their customers. As such, they should be effectively supervised, well trained, highly engaged, and appropriately motivated. Give them the tools to engage with your customers, provide a managed forum to allow them to give feedback about customer behaviors, preferences, and other information to management directly, and use that information to continuously improve the customer experience. Companies often invest money in CRM systems and business intelligence tools and overlook the value of the input and feedback that their employees can provide, complete with the benefit of their nuanced judgment. It shouldn’t be a question of using one or the other, but armed with the CRM information, their human touch and feedback can provide you with more than either could alone. That’s how to make the most of the important asset they represent. Trust them to do this kind of value-added work and turn them loose on your customers today.
Roger Staubach (born 1942): American former college and professional football quarterback. He played in the NFL for 11 seasons with the Dallas Cowboys and prior to that he attended the U.S. Naval Academy, where he played college football. He was the first of four players to win both the Heisman Trophy (1963) and Super Bowl MVP (Super Bowl VI).
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