People First, Not Customer First

The concept of a company prioritizing “people first,” rather than “customer first,” shouldn’t be that shocking. But, even in 2022, we’re bombarded with messages that customers remain the “focus first and foremost.” 

Customers Are Important, But …

Yes. Customers are extremely important to the success of any business. But the more encompassing idea of “people first,” doesn’t preclude customer service and stellar customer experience. Quite the opposite, actually.

People work with other people. Converse with other people. Interact online with other people. Yet, we often see content marketing promote the idea that people who are customers interact with the company. I disagree. Those customer people interact with a company’s employee people. And this is where the concept of employees first is crucial.

If your company hasn’t provided your employees with the tools, systems and templates necessary to provide stellar customer experience, you are not a people first proponent. If your employees can’t easily get their hands on the documents and data necessary to assist your customers, same! 

When a customer has an issue with your product or service, you want that issue resolved, quickly. Your customer does, too, but even more than quick resolution, your customer wants to feel like they are cared about by your company. Can your automated chat bot make your customers feel understood and valued?

Automation Is Great, But …

You can tell me over and over again how well crafted your automated responses are and I’m still going to tell you that I want to talk to a heart beating, breathing human being. Why? Empathy. 

Scripts are a great starting point when engaging in customer service and care. But they’re not enough. Automation is not enough without putting living, breathing, human beings first. 

Yes, ensure your employees have everything they need to start the conversation with your customers. Automate and create systems that assist your employees with easy access to data and documents. Then let them be people. Let them go off script. Champion the use of their skills to empathize and address customer concerns.

Embrace empathy and put your employees first. You’ll be amazed at the positive impact on customer experience. This people first ideal means all your important people will feel valued.