After months of successfully working from home, the finance, HR, and legal teams of a mid-sized bank decided that they were going to adopt a hybrid model, permanently. Covid-induced remote work had proven that physical presence wasn’t a requirement for productivity.
Have Remote Employees Lost Touch with Customers’ Needs?
Three ways leaders can bring customers to life for teams who don’t regularly interact with them.
January 03, 2022
Summary.
Before their companies went remote or hybrid, non-sales employees usually had some sight line to customers. However, as time marched on, non-customer-facing teams started to lose their connection to customers. They didn’t run into a sales rep in the elevator or sit next to a customer success agent in the cafeteria. The anecdotal, hallway conversations stopped. Losing sight of customers means internal teams are more likely to double down on their own metrics and agendas, putting the organization at risk for silos (in the short term) and at risk of being out-innovated and eventually becoming irrelevant (in the long term). Here are three ways leaders can bring your customers to life for teams who don’t interact with them.
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New!
HBR Learning
Team Management Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Team Management. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Build a better team and achieve more of what matters.