Post by account_disabled on Mar 10, 2024 8:01:25 GMT
organization is the key to panasonic's success. Pandit shared three key factors that have helped panasonic improve customer experience: inclusion, collaboration and storytelling. Inclusion of leaders pandit shared that before the pandemic, panasonic's mentality was "If you are at a certain level, we must consult you." but the pandemic brought with it a new level of challenges. Leaders “at a certain level” were not going to solve problems on their own. During the first five months of the pandemic, panasonic held talks with about 600 of its employees. These conversations opened pandit's eyes. “encouraging two-way communication created a space that made employees feel comfortable. Including everyone built a resilience that will help us weather this storm, and any future storms that come our way.” listening to the concerns of its own employees allowed panasonic to better listen to the needs of its customers.
A good customer experience is based on making customers feel understood. Inclusive listening helped panasonic move from a transactional model to a collaborative model of doing business. Leader collaboration collaboration is essential to creating a cohesive customer experience. Pandit explained: “you can't collaborate with customers and be isolated within the Netherlands Mobile Number List organization. You can get information from customers, but how do you share and use it internally? How flexible do your systems have to respond and react to their needs? Customers crave a unified connection across digital touchpoints. Unfortunately, this type of integration is still missing in today's organizations. Salesforce reports that 54% of customers agree that "It usually feels like I'm communicating with separate departments, not a single company," and 65% say that "I often have to repeat or re-explain the information to different representatives. Pandit continued: “to break down silos, we needed to establish a common vision. We had to explain what it is about, what we are trying to achieve and why it is possible to do it.
We had to have common objectives in all functions, and share and celebrate victories. For example, we take manual processes and digitize them to gain more visibility and agility in our workflows. “this allowed us to provide the tools necessary to better support our employees so they could better serve customer needs.” leadership was key to making this collaboration work. Pandit explained: “an important part of this culture is diversity of thought. We made sure leaders from all business units set the precedent that all opinions should be heard and taken into account in the decision-making process. We take the time to listen. “we made sure all employees knew their opinions were wanted, respected and heard.” storytelling in its b2b world, panasonic customers are not looking to buy hardware, software or services. They want solutions. Clients want trusted advisors, who can listen to their story, and find the pain points in the story.