Do your employees know what’s expected of them, in general? And when it comes to delivering a great customer experience?
I wish I could say that I made up this saying, but I didn’t. When I saw it, I thought it was pretty clever. And fitting.
What happens in vagueness stays in vagueness.
Vagueness is the enemy. It’s the antithesis of everything we teach and preach about what’s required to deliver a great customer experience – and a great employee experience.
Vagueness is the absence of clarity. And clarity is required for employees to know what is expected of them, both in their roles within the company and how what they do contributes and relates to the customer experience.
What does that mean? How can we ensure that our employees don’t work in a culture of ambiguity? It means that communication is your most important tool, but you need to be sure to communicate the right things! You must provide clarity of:
- Brand promise
With clarity, we can ensure that everyone is on the same page.
With clarity comes direction, and your employees will never doubt what it means to do the right thing, either for co-workers or for customers.
With clarity, employees understand how and why their contributions matter. Their work becomes meaningful and relevant.
With clarity, it’s easy to focus; more specifically, it’s easy to focus on what’s important.
With clarity, we understand what success looks like.
Clarity lays the foundation for your employees to deliver a great customer experience. Clarity leads to consistency. Consistency leads to trust. And trust is that two-way street between you and your customers that helps to build those long-term relationships.
There is extraordinary power in a group connected to a common vision. -Joe Jaworski
Why Secure Passwords Matter and How to Create Them
10 Ways to Celebrate International Women’s Day
Becoming a Great Podcast Host with Celeste Headlee
New Guiding Principles for Opportunity Zone Investors
Leaders: Do You Challenge Your Status Quo?
9 Marketing Trends That Will Dominate This Year
How To Keep Envy From Destroying Your Workplace
6 Tips to Help Your Journey to Retirement
Who Do You Sell to First
Business Owners Should Set 3 Types of Exit Goals
Forward-Looking Investing23 hours ago
Moat Investing: Powered by Morningstar
Market Strategist23 hours ago
We Are Not Convinced the Market Storm Has Completely Passed
Development23 hours ago
Advisors: How To Answer “What Do You Do?”
Markets2 days ago
Higher Mortgage Rates, Student Loans and Nike
Equities2 days ago
7 Stocks That Pay the Largest Dividends of All That Trade on Nasdaq – Or Do They?
Advisor2 days ago
The Wizards of Wall Street vs. The Selbees from Michigan
Markets3 days ago
The Chameleons Are on the Run
Compliance3 days ago
Regulators Focusing on How Firms Identify, Monitor and Test Custody Scenarios With Client Assets