I believe this approach you suggest really good. And I’d say that one of the extra benefits you get from this approach is that Managers, occupying the traditional role that our B2C customer have, will gain additional understanding of their problems by getting to learn from their employee voice. Employees have a deep understanding of what is really hurting them, what they expect, what they understand as a reward and also, what they fear (i.e. An additional channel employees need to keep track to be updated on their daily tasks, more time-consuming activities that take them away from their core work). Usually, management has some grasp of those needs and expectations, but it’s quite common to discover that it’s quite a loose grasp.
So, it’s not only finding the common ground but, making both sides (especially the side who is making the decisions), shift a bit on their problem understanding to make it more real so when you need to find that common ground you can do it on solid foundations.
