"Instead of managing channels, products, or isolated customer interactions, build a powerful and aligned team that focuses on the customer first." - Niall Lavery, MadeFor CEO
Teams that learn together work better together, do you want to know why? Here are three key benefits of team learning to check out. These will highlight how it can help you prepare for real-life situations and enable your entire organisation to deliver better customer experience.
#1 Adopting soft skills to drive outcomes
See team learning as a win-win situation: an opportunity to have benefits across your full learning experience. Firstly, in a team environment, you collectively learn how to manage your stakeholders by successfully navigating them through your work and towards your goal.
Secondly, team learning enables you to understand the importance of group dynamics, getting buy-in and achieving success in the work you do.
#2 Setting the business up for innovation
"Once you stop learning, you start dying", a rather dramatic quote from Einstein, but it has an element of truth in a business context. One of the key pitfalls for large organisations is disregarding (willingness to) change.
Learning drives continuous improvement, which is key to sustained success. The key business benefits of learning are greater agility and the ability to better capitalise on new technologies. This in turn can generate significant competitive advantage in existing and new markets.
By enabling your customer teams to learn together, grows bigger commitment, willingness and confidence to drive change and growth in an organisation.
#3 Achieving long-term business success
In today’s connected world, brands commonly experience a range of issues in the setup of their customer teams such as siloed working, a lack of effective collaboration between marketing and sales, inconsistencies between online and offline channels and poorly informed service staff. This happens because teams are setup based on products and channels rather than the customer.
In addition, organisations that are keen to change their trajectory from product-led to customer-centric fall into the trap of undermining the establishing of actual change.
To deliver sustainable change we need to focus on building capabilities within the team as well as investing in technology and data. This will transform how the team thinks and works, and allow us to maximise the benefits that we can get from other customer experience project investments.
If you want to understand more about how to pursue learning together with your team, check out our Team learning page. But, if you're more keen to have a chat, don't hesitate to reach out to us.