Communications customers- employees


VOC, Voice of customer, a phrase which you must have heard a dozen times in your organization. Companies make tall claims that they are customer-centric in nature, their DNA and value system encourages customer feedback and ideas.

Which in most cases is true, since these customers are feeding the organization with their bread and butter viz revenues?

But in their quest to generate more revenues and serve their customers they tend to ignore the internal customers who are responsible in helping them generate this revenue in the first place – employees.

Are you working in such a company which goes the extra mile in helping their customers but overlook the basic needs of their employees?

The business dynamics have changed considerably over the years. The “what” hasn’t changed! You still need to generate revenues and serve your customers. The change is visible in the “how” part. How do you generate revenues, by stretching your employees to work overtime, burning them out or planning the workforce and giving employees the much need work-life balance?

If you pull out data of the biggest Fortune 100 companies, you will see one common thread in all of them. They all have mastered the how part of doing business. Taking care of their employees has been ingrained in their work culture. Don’t be surprised if you find employees who start and retire in their career with these organizations.

These companies didn’t become employee-centric overnight; it took them years to figure out that it’s not just about the money but also the human connect.  And they created that connect by establishing forums to talk to their employees and listening to them on what they want from the organization

That’s where your role as an internal communications plays a critical role in developing the culture which fosters the employee opinion.

Make a start. No point sending corporate emails and messages which has no meaning in employees’ life. Think like an employee. Engage them in various opinion polls and surveys, and take their candid feedback. But your role just doesn’t end there. Remember we talked about value-addition; you need to push the management to take action and implement the change.

Categories: Communications at workplace

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