Why Your Business Needs a Shared, Customer-First Language
(originally published on the CX by Design Ideas blog.)
One question we hear often, especially during times of crisis, is:
What is the one human-centered practice I can implement in my organization now to create the most impact?
With HCD having such a robust toolkit, the answer potential seems endless. Yet, there is one critical practice we turn to time and again. It doesn’t cost tons of money, nor does it take years to implement. What it does take is some good, old-fashioned discipline and focus. Sounds doable for a curious and passionate business, right?
So, what is this magical Human-Centered practice?
Ensuring the people in your organization speak a shared, customer-first language.
By developing a shared, customer-first language you reorient company communications to be more human-centered. Your teams become motivated around a shared value. The customer’s experience becomes everyone’s responsibility. Barriers between leaders, departments, and employees fall away. Efficiency and quality of experience increase. Best of all, when pitfalls and crises arise, your organization is ready to tackle them, together.
Read the full article here…
