Customer Experience is a term that’s become very familiar to me recently. Pretty much all of the events I work across have a customer element to them, so I was interested to see what Customer Experience Management 2014 was going to offer up.
We’re part way through day one, and it’s pretty exciting down here. When I first got down here, I was expecting to hear a whole heap of the usual buzzwords; centricity, digital, journey and so on.
There’s always been one element of CX which stood out as a challenge, and that’s change. With the world we’re in now, it’s inevitable. As one of our speakers said earlier: ‘It’s not about what we did last year anymore, it’s not even last month – change is a daily constant’. For that reason, the spotlight is well and truly on employee engagement. After all, they are the ones driving change within any business.
Without making any sweeping statements, and probably unfair ones, there’s a lot of ‘same-same’ CX talk around the web these days. But today I was stopped in my same-same thinking tracks by a simple idea that lit up the entire room.
And it’s called A Personal Board.
So what is it? Quite simply, the notion that every single employee, upon recruitment, builds their own personal board of directors across the business. It’s an idea that comes from eBay, where every member of staff is tasked with the challenge of looking across the business – all levels and in all countries – to find a role they’d be interested in knowing about. They then pick up the phone and ask the person to be involved in their informal board. This helps with a few things:
- Keeps employees engaged
- Breaks down silos within the organisation
- Drives innovation
- Builds a network
- Encourages communication
- Helps drive change
So what does it take?
The smart thing that eBay has done is demonstrate the importance of the project to every single employee. People have a job to teach, but there’s no reason why you can’t start to do the same. It’s an informal process and only takes one person to drive it. Begin with your new starters and watch it spread.
I don’t know about you, but I love the thought of checking in with a few people across the business worldwide to get their thoughts or hear about their priorities.
P.S – if you haven’t been down to CEM 2014…. you should. They have mini-golf and everything.