E-volutionary Tactics

Mar 2, 2001

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New Expectations for Customer Service

Create a CCEO (Chief Customer Experience Officer) who is part of the executive management staff.
Your entire company must function as a customer service organization.
All functions need to be redefined to incorporate customer service into their goals, and you need to increase the salary levels of those closest to your customers.
In order to evolve the people and processes to fit changing customer expectations, realistic metrics need to be in place and used on a regular basis.
Customer service incentives should be provided for all employees, tied to compensation.
Your customer service levels should be consistent with the customer stratification of your market.
Partners need to provide the same consistent customer service as your company or be replaced with partners that can.
All appropriate business processes should serve customer service goals.
A common customer database should be universally accessible across your organization.

Managing the E-Commerce Organization

Organizational changes will be driven by your vision.
At the highest level, spin-outs, subsidiaries, and cross-functional reorganization are some of the changes that may work to accomplish your vision.
Keeping up with the new e-conomy requires a nimble and flexible organization.
Self-directed workgroups are one of the best ways to manage people.
Internet-enabled communications should be leveraged to increase and improve collaboration and communication within the company.
Legacy people can stall the progress of the entire organization.
New organizational structures are customer-centric, in accordance with your customer stratification scheme.
Collaborative management is one of the successful ways to manage the new organization.
Mentoring can help increase the level of collaboration within the organization.
Motivation results from empowering teams to serve the customer and make decisions.
If organizational structures aren't working, they need to be changed.
Training and re-training may be necessary to e-volve the organization, both inside the organization and externally through continuing education.

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