COS

NEWS

This shot taken in an excellent Italian restaurant evokes a number of thoughts related to my favorite subjects:

• It’s a great customer experience to see cooks getting down to work, putting passion and virtuosity into their preparations.
• It’s also an extraordinary vote of confidence to be so transparent.
• This is the vision of the Director of Customer Experience.

If we now turn our attention to the head of internal culture, I’d say that employees who are constantly invited to visualize the consequences of their actions (“I see my customers consuming and I see the looks of wonder, the stars in their eyes or, on the contrary, the disappointed faces, in short, I feel the fruits of my work with customers”) do not develop the same sense of the customer as employees who never see any customers.

This way of “bathing” the teams in the heart of the customer is bound to bring out, day after day, a profound sense of the customer. It’s not possible to “not give a damn about customers” when you’re so closely connected to them, and almost physically touch their satisfaction or disappointment.

It’s an invitation to managers to rethink the conditions under which their teams work. Why not systematize visits to our customers, to find out how they use our products, their constraints, successes and problems? Why not “relocate” certain functions/teams to be physically closer to customers (or the places where our products are used)? Why not set up a showroom, a test store, a test center on our premises (right in the center of the head office 😊) whose purpose would be to welcome customers and observe how they use our products, our services…
I’m curious to hear your feedback on this: how can working conditions impact the sense of customer?