Leadership

There’s no question that Covid-19 forced fundamental changes to the way we run as a society. After nearly two years, some of these changes will likely be permanent. One fundamental change businesses are making is how they relate to their customers. Rather than customer engagement and convenience being the main focus, it’s now shifting to essential needs, like safety and security.

According to Forbes, displaying this level of acknowledgment to customers makes them feel like the company is concerned about them and looking for tangible solutions to their current problems. If this sort of empathy is to be extended to the customer, it first starts within.

How does a company become more empathetic as a whole? It starts with leadership. Empathetic leaders give the workers a role model for empathy that turns into an entire company exuding the emotion. 

Chief Experience Officers (CXO) Are the Empathetic Leaders You Need

Rather than the entire C-Suite focusing on finances and numbers, having someone in the room advocating for the customer at the turn of every major business decision is the best way to close the customer experience gap and keep it closed.

CXOs not only look at every step of the customer experience to ensure every touchpoint is dedicated to the customer’s needs, but they serve as that empathetic advocate for the rest of the company. They can effectively inspire the company to want to focus on the customer and each department delivering their “line of sight” in full dedication to the customer experience.

Allowing the CXO to inspire and mentor the company to deliver that customer-focused line of sight will build a genuine, empathetic framework that vibrates throughout the company. 

Different Ways Customer-Facing Companies Can Empathize During the Pandemic

Customers are humans first, who may have had trouble paying their bills and meeting necessities since the onset of the pandemic.

How does a business empathize with this while still making money?

Here are a few key ideas:

• Rather than focusing on upselling, showcase how you can provide them with the essentials they need, including safety and security. Customers are likely to upsell on their own if you appeal to these needs.
• Remain at the forefront of their hearts while implementing contactless business.
• Rebranding certain products to tailor to customer needs.
• Be a light in your customers’ day at a time when depression and anxiety are on the rise.
• Focus on your web presence as this is the epicenter for customer experience right now.

There is something to be said for empathetic business. Empathy has always been a keynote in the customer experience but is now more than ever. Customers crave that security and trust in a brand. In order to create such a framework, empathy has to be encoded in the DNA of the company. Finding an empathetic leader that inspires the company to focus on empathy for the customer above all else is the core that will set you apart.

Read More

When you inquire about how some business organizations maintain their productivity levels, you may find that those organizations have C Suite officials who take proactive measures in completing the company’s projects. These people are self-starters.

Self-starters are usually people who show positive attitudes to work. They are filled with great energy when carrying out tasks. They are also enthusiastic, innovative, and have initiative. More often than not, they stand out in any organization because of their performance and productivity.

They are not hard to identify in an organization because they have the zeal to work and take the forefront in completing the company’s projects. Below we outline the signs and features of a self-starter.

They Have a Winning Mentality

A self-starter usually has a winning mentality. They believe they can complete tasks successfully, and they are always ready to take responsibility to achieve positive results. When they are faced with some challenges in the process, they develop new strategies and ways to combat the problems.

When no one knows how to carry out a complex project, a self-starter may likely be a problem solver. They may map out plans tailored towards tackling complex tasks.

They are Not Weakened by Failure

A self-starter sees failure as an opportunity to learn and correct mistakes. When Plan A fails, they switch to their fallback plan. A self-starter individual knows that failure is part of the journey to success.

They, therefore, worry less about failure because their target is a success. They are the people you can rely on if they are in your company’s C Suite role.

They are Naturally Motivated 

An organization succeeds when they have workers who are naturally motivated to work. A self-starter is a product of zeal and motivation. They also encourage other team members through their positive attitude to work.

Naturally, a self-starter loves what they do because of their innate motivation and passion. Through this, they have passion for the company’s vision, the same way the company owner might do.

They are Usually Leaders

Leadership requires some particular skills. Taking responsibility and completing it are some of these skills. A self-starter, through their maximum performance, assumes leadership positions in an organization.

There are numerous factors why they are usually regarded as leaders.

• They are diligent about work.
• They motivate and encourage team members in the completion of tasks (team-oriented).
• They do not see failure as an escape route from responsibility.
• They are problem solvers.
• They are result-driven.

Above all, these signs above are an indication that a leadership position in a company lies beyond the three-letter words, e.g., CEO. It relies solely on how an individual shows great energy and enthusiasm to work; how they take an initial step in getting a task done successfully. Most importantly, it also impacts how you can boost the morale of your team members.

Read More