“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions.”
– Betsy Sanders
In a healthy company, everyone knows how they contribute to the mission and success of the company. I had many different jobs while I worked at Nordstrom – at one point in time, I was a phone switchboard operator; I managed all the incoming and outgoing phone calls for the store. At another point, I worked in security; keeping everyone safe and catching shoplifters. While these jobs didn’t contribute directly to selling clothing, they were an important part of creating an optimal customer experience. We have many different practice areas and capabilities within Tahzoo to assist our clients. The work that everyone does is important.
I recently had a conversation with a developer who wasn’t entirely sure how his work contributed to the overall mission of Tahzoo. It’s not that he didn’t understand his work or the need to implement a content management system; rather, how that fits into the big picture of Tahzoo. As we were talking, I asked him to consider a few questions… We talked through his answers and it became clear to me that I should spend more time making sure each of you understands how you can contribute to making Tahzoo a great company.
1. Do you understand the vision we have for our clients?
2. What do you do every single day to contribute to the Tahzoo client experience?
3. How are you advancing the mission of the company?
4. How are you innovating in your work to improve the experience?
5. How do you identify new opportunities for Tahzoo to help your client?
What each of you does every day contributes to our clients becoming long-standing customers of Tahzoo. In other words, we could ask, “How do I contribute to sales and growth at Tahzoo?” This got me thinking about all of the sales and customer experience touchpoints that help contribute to the growth of our bottom line, even those touchpoints that may not engage with our customers directly. I would encourage everyone to review these five questions and consider what you could be doing differently.
As you all know we’ve expanded Tahzoo’s service offering to include Tahzoo Studios, which includes Data Sciences married to Experience Design. Our core offerings are around three key pillars, The Data Hub, The Content Hub, and the Experience Hub. The best way to think about the value proposition of each pillar – The Datahub provides you a 360-degree view of the customer, the Content hub allows you to efficiently publish content on any channel, and the Experience hub provides the creative experience and the intelligence to ensure a personalized engagement with the brand.
Over the next few weeks, I’ll outline each service offering in more detail. I want to ensure that everyone feels comfortable describing what we do. Be on the lookout for my article, Getting Ready for Machine Learning and Artificial Intelligence Technologies later next week. We have been adding more and more content from my Desk of Brad articles to my blog, www.letsgobegreat.com. If you start a conversation with a customer about Tahzoo’s service offering, positioning, or philosophy, please feel free to refer them to the site.
As always, feel free to send me your thoughts and feedback.