With company’s growing larger and larger and employee skillsets becoming more and more specialized, it is easy to see a workforce behind a product numbering in the hundreds or even thousands. Yet, the customer might only come into contact with one, two, or three people that have customer facing jobs in sales, customer service and/or technical support.
But, just because you get to sit in a nice cushy office behind the scenes does not mean that your job will not effect the customer’s decision to leave your product for a competitor or alternatve solution.
If you are in Finance, make sure you do the math correctly when you calculate a customer’s bill.
If you are in Product Design, make sure you go out of your way to make sure the product is reliable, well designed and fits their needs.
If you are in Factilities, make sure you keep those bathrooms clean, those snacks well stocked and the conference rooms at the right temperature to keep company moral at high levels.
If you are in Security, smile and take pride in creating a safe and secure work environment for all employees.
You see, a product is not one person, one funtion, or one thing. A product is team effort of functions that create a positive customer experience that prevents churn. One part of that team that drops the ball, puts the customer experience at risk and therefore drive churn.
How clean are your company’s conference rooms? Are you thinking of the customer and their experience at every decision?
Interesting in reading more on customer churn, read my previous post.