Customer Advocacy is a new buzzword now a days, and top management of companies might be tempted to try out this new theory. But I want to discuss about one of the factors that would affect the successful roll out of the program, which is the mindset of the people involved which can be stakeholders or the top level management or normal employees of the company.
When the company goes for customer advocacy roll out, the most negativity comes from the mindset of the employees itself. Since this program is all about better services to the customer. Normally the Customer Advocacy Team would be built from the managers from various departments who will have their primary responsibilities different from this program. These people will treat this program as just their secondary activity. These managers would be the big reasons if the roll out would be lagging in time. There has to be constant motivation for the team to see its goal in right perspective.
Let us see the other group of people, the top management who should be closely associated with the program. Now here are the employees whose mindset is often plagued with ego and they would delay the whole initiative if they are not been involved in the major activities of the program, There should be a constant endeavour to remind the top management that this program is not indebted to their egos.
The last in the mindset problem is the customer itself. Sometimes the mindset of the customer is conditioned in such a way that they would not be responsive to the customer advocacy initiative of the company. This problem can only be solved with the time when the company shows its persistent better customer services and advocacy initiatives.
Tags: advocacy, customer, customer advocacy, customer service, employees, management, motivation