Turning Every Worker Into a CRM
Job descriptions are important, but most have a bad, if not fatal, flaw. By listing the common job description it provides an escape hole for employees to miss their responsibility in building customer relationships and repeat business. If you are totally sold on the concept of serving and creating long-term customer relationships, then each and every person in your organization should share in that commitment.
When a visitor at Disney World watched a cast member, one of the performers, stop and pick up some litter and deposit it in the trash can, she asked her tour guide how many custodians they have. The answer: 45,000. And how many employees are there at DisneyWorld? The same answer: 45,000. Everyone at ...