During and after the global health crisis, many corporate leaders and small business owners have readjusted their thought processes about how they do business.
Some have begun to streamline certain aspects of their products and services to improve end results so that the restaurant not only survives in an uncertain and growing economy, but thrives and continues to shine above its competitors.
Here, 10 business leaders on the Fast Company Executive Board assess what their best strategies have been for streamlining their company’s focus and how this affects their customers’ positive engagement with the business.
1. ASK ONE AGENT TO MONITOR ALL ACCOUNTS.
We have appointed someone who is responsible for supervising all accounts, compared to many people working on different accounts. This allows us to use best practices in different types of industries and companies. – Marisa Ricciardi, the Ricciardi group
2. APPROACH EMPLOYEE DEVELOPMENT.
We invest in the success of our employees, constantly re-evaluate where their strengths are, and encourage them to develop skills in the areas in which they excel. By nurturing their skills, they are inspired to go beyond things to meet the needs of our clients. The result is a richer and more engaging customer experience. – Andreas Peterson, Arcules
3. USE AUTOMATED TOOLS.
Improved customer engagement is the result of satisfied employees who feel they have time to spend solving customer problems. If they are burdened with other problems, they will feel hurried and customers will be disappointed. In addition to hiring better support staff, we have implemented automation tools that streamline internal processes, allowing our representatives to have one-on-one time with each customer. – Tyrone Foster, InvestNet, LLC
4. EXTEND YOUR CLIENT’S GEOGRAPHICAL SCOPE.
We have always focused on services and technology in an industry that was also unknown. It was a way to stand out. Now our focus is on geographical expansion, without sacrificing this reputation for great service. Current customers benefit from lower delivery costs and greater flexibility, and new customers are attracted by our expanded capabilities. – Jan Bednar, ShipMonk
5. ACCORDING TO THE TIME WITH THE ACHIEVEMENT OF THE GOALS.
I needed more clarity about my North Star and used this to prioritize (stop, start, continue) client by client, project by project, so that how I spend my time is in line with my ambition. – Amy Radin, Pragmatic Innovation Partners LLC
6. DEVELOPMENT OF A STRATEGIC METHOD FOR RECEIVING CLIENTS.
We have a clear and concise methodology for identifying acquisition customers. The creation of this methodology gave the organization focus and a clear mission. This helped us define our market entry and our discussions with potential customers, and ultimately gave our organization a goal when engaging with new potential customers. The result was more efficient commitments and a higher profit margin. “Paola Dobel, Ensono.”
7. BUILD A PRODUCTIVITY IMPROVEMENT PROGRAM.
We have developed personalized programs to increase productivity, achieve goals and improve employee morale. Creating a work environment that focuses on the well-being of your employees benefits all aspects of your business, including your customer service experience. – Kelly Higney, Bug Bite Thing
8. DOUBLE TO A SPECIAL SEGMENT.
We focused our efforts on a specific market segment. We have specifically focused on this area to achieve cohesion and have aligned all our service and sales offerings to meet the needs of this market. These changes have provided laser focus and allowed us to develop in a reliable and manageable way. We are now expanding into free markets. – Matt Domo, FifthVantage
9. GET INVOLVED IN CREATIVE COOPERATION TO FIND SOLUTIONS.
The key to this is fast learning and recognition cycles. It doesn’t take months to find out when something doesn’t work, but it takes more than minutes. Finding a balance to know when to review, edit and restart ideas is important when running a business. Being creative with decisions and not being afraid to partner with others can create new levels of customer engagement and success. – Lee Burgess, Bold Industries Group, Inc.
10. INVEST IN WHAT (AND WHO) ADDS JOY AND VALUE TO YOUR MISSION.
I ask a simple question: “Will this person, place or something cause five percent or more deterioration?” If the answer is yes, I convey whatever it is. Put all your efforts into people and things that create joy and value. It’s not worth being upset, frustrated or angry. This shortens your life and takes away happiness from your purpose and impact. “Mike Koenigs, the superpower accelerator.”