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Start thinking of “People” and not just “Users”
Many organisations forget that their customers are not just people who use their products, but they have everyday lives as well. They focus on providing their “users” with a products, but it is important to keep in mind they are “people” as well. Some organisations, however, refer to their employee groups as partners or associates. The reasons as to why we need to start thinking of customers as “people” and not just “users” are given below.
- Take their point of view
Not everyone is the same. Certain people have certain abilities and certain disabilities and it is important to consider all of this when carrying an activity out. Putting yourself in their shoes and treating them as someone special changes the dynamic of how things happen in an organisation. When there is a divide created within and organisation, it creates an invisible partition amongst employees; us vs. them. In order for an organisation to have a competitive advantage in the industry, it has to utilise its resources efficiently, meaning that everyone should be treated as one. - Treating employees as customers.
Some organisations let their employees understand what it is actually like to be a user or a client. In other words those users and customers are real people just like the rest of us. Peoples who work for organisations are just like the customers that buy the products. Therefore it is important to treat your employees as your customers as well. - Have you ever tried your product?
When someone calls a department asking for help regarding an organisation’s product, how are they trated? What kind of message is the organisation giving? As leaders of departments, it is important to be aware of how the organisation treats its externals. It is important to remember that at the other end of the line, there is always a potential case study. - They are not just “users”
If an organisation wants to think of their customers as “people” rather than users, they have to step into their shoes and get a 360 degree view. Organisations tend to get detached in how they interact, forgetting that every interaction sends a message. The message should always be about building relationships and forging the ties that strengthen the bond.
