Thursday, November 14, 2013
Improve Your Brand: Take the IBM Workforce and Customer Experience Assessment
As a result of social media, technology, marketing, and customer service functions within many businesses are getting hard to differentiate. So how can a brand stand out from the competition when threatened by social interference, multiple devices, and internal business strife?
One solution might be for your business to take the “Workforce and Customer Experience Assessment” created by IBM, an online tool designed to benchmark your workforce and customer experience practices.
“A social business excels at creating highly engaging and personalized connections between people, information, and process. The result is smarter workforces and exceptional customer experiences…Do you know how to leverage your people, information and social insights for competitive advantage?”
A variety of questions address candidate experience, employee experience, manager experience, customer experience, and the workforce – but these were my favorites:
 Does your organization use social media sites to recruit talent?
 Do you effectively evaluate candidates that closely align with your culture and job requirements?
 What elements are included in your onboarding process?
 What types of training and skills development programs are used in your organization?
 Do you have an effective way for employees to collaborate and share knowledge across teams regardless of location and via any device?
 What types of performance management practices are used in your organization?
 Do managers know how to motivate and engage their teams and workforce?
 How does your organization measure leadership performance?
 Can your organization align and measure talent strategies against key business metrics?
 What are the top three business priorities driving your organization’s customer engagement strategy?
 What tactics is your organization using to improve online customer engagement?
 Is your organization measuring the success of your online customer engagement tactics?
 Does your organization connect customer insights with product and service development?
 How does your organization provide support for customers using mobile devices?
 Does your organization understand the value of technology and how to weave it into your daily business operations?
After you answer all of the questions, a score will be provided. Your score will provide a breakdown as to which areas need improvement.
“When companies reduce time-to-hire, increase productivity, lower turnover and increase retention rates, business wins by getting its products to market faster, sharing collective knowledge, and being more creative and innovative. These companies truly understand how employees impact the bottom line. It’s not just good business. It’s smart business. Because what is good for people is good for business, and together, they can change the world.”
So, don’t you want your business to be a smart business?
If yes, click below to take the IBM Workforce and Customer Experience Assessment:
Image Credit: KROMKRATHOG via FreeDigitalPhotos.net.
This post was written as part of the IBM for Midsize Business program, which provides midsize businesses with the tools, expertise and solutions they need to become engines of a smarter planet. I’ve been compensated to contribute to this program, but the opinions expressed in this post are my own and don’t necessarily represent IBM’s positions, strategies or opinions.
Posted by Debbie Laskey, MBA