Customer Engagement
Starting a business or a church can be tough. They both often run into the same organizational issues, but simply use different terminology to describe them. Businesses use words like “products” and “customers”. Churches use words like “first-time visitors” and “ministries”. Once a church or a business has had a particularly successful amount traction, the way they connect with their congregants or customers changes drastically.
The need for new products/ministries and services challenges a staff to adapt systems that were put in place during simpler times. Although people are creatures of habit, thriving organizations need flexibility to remain alert to the people who are coming through their doors and market trends.
One system that we all need to be aware of is how we continually engage our customers. We have to be able to stand in their shoes, or better yet, have them tell you about the experience they have had with your church or business. Bringing in church members into the organizational design process allows you to re-think how you engage with them. Whether it is transactional or consultative, you know you are engaging effectively with your customer when they echo back the things that make you special to them.
Here’s 4 indicators you have a healthy organizational culture that engages “customers” well:
- When people know where to turn for help when they need it. (user-friendly website and customer service at the office)
- When the experience people have with your organization reflects the values your organization
- When the service (or product) delivery is consistent and meets (or beats) people’s expectations
- When people understand the value proposition of what you provide