Customers Come Second...sort Of

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The Customer Comes Second…Sort of

You need to make sure that the customer comes second in your organization. I know that may sound absurd when you read and think that it goes against everything you have ever heard or believed about your customers. Think about how it may apply to the communication strategy in your organization.

All organizations have things in common. They all have customers. Call them consumers or taxpayers, students or patients, passengers or clients, patrons or donors…whatever you want. In the end, their satisfaction largely dictates how successful an organization is going to be.

All organizations also have employees. Call them associates or co-workers or partners or colleagues…or whatever you want. In the end, their sense of trust and happiness in the workplace determines how they relate to customers – and how satisfied those customers will be.

When you begin to connect the dots, you get the picture. Making employee motivation and well-being a top priority is more than a nice thing to do. It’s just good business. Here’s how the head of one of the most successful companies in the corporate travel business put it in a book he wrote several years ago.

“Companies are only fooling themselves when they believe that ‘The Customer Comes First’ … Only when people know what it feels like to be first in someone else’s eyes can they sincerely share that feeling with others. We’re not saying choose your people over your customers. We’re saying focus on your people because of your customers. That way, everybody wins.”

What’s the title of his book? “The Customer Comes Second: Put Your People First and Watch ‘Em Kick Butt.” It does make sense. The trick is how to stitch together all the pieces it takes to align what you’re doing inside the organization through employee engagement with what you’re doing outside through marketing communication. We call that “Marketing Inside Out.”

About the Author:
Les Landes is the founder and President of Landes & Associates. He is the former head of communications for one of the world's largest food companies. Les speaks at seminars and conferences across the U.S.
Visit: http://www.PerformanceImprovementGuru.com or see videos at http://www.YouTube.com/performimproveguru



Article Originally Published On: http://www.articlesnatch.com


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