Engage, Enable, Evolve – This is the new mantra of the EMC Total Customer Experience team. It is working it’s way into all of our communications. And will be a point of focus at our EMC World TCE booth.
Engage the customer to understand their perspective
Enable them with new information and enable yourself with their feedback
Evolve to meet newly set expectations
Isn’t this a great idea for all of our interactions though? Right now I am working to apply this to our TCE intranet page. I covered the project in my last post. I have engaged our teams in online discussions and brainstorming sessions on how we can make the page better and more efficient. Next we have planned to enable them with drafts of team policies to cover what type of content we should share, how often it needs to be managed, and who is responsible for these actions. Lastly we will evolve the page and our internal engagement model to meet user needs. Sounds great right?
Things are always so much simpler in our minds though. Our current sticking point is that so many potential users do not currently interact with the existing platform. That means no one really has any feedback to give. Learning a new interface is is not something people normally get excited about and it take the one thing nobody has, free time.
Thankfully leadership has agreed that a training session needs to happen. I will have 30-40 minutes to go over the platform, it’s functionality, and use cases. Then I have to tell everyone it is changing. I certainly don’t expect this to be easy. I only hope that I can engage in some good discussion, enable new users to explore their options, and evolve a new plan for making improvements.
Talking about engagement feel free to make recommendations.