A small lesson from a large project

first_img 52SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr A trait of my elementary school teaching years, I often find that children’s literature captures lessons still applicable in adulthood. It’s strange, as adults, we spend hours digesting complex situations, analyzing and cross-referencing data, studying focus groups, research and the like; and still often times the solutions can be a simple as the lessons inspired by grade-school stories and nursery rhymes.Within our organization, I spent months purposing, convincing, and training our teams to care about member experience.  Creating compelling cases to better understand member’s needs – not just on a transactional level – but to truly understand how it feels to be a member. Within this I had my own visions – creating process efficiencies, enhancing workflows, telling stories to our leaders with data.  What I did not anticipate was that when I asked our teams to capture the feelings of our members—they would do just that.As our team members were empowered to engage with our members differently, the member’s stories were given a voice, and our CRM became the vehicle calling these stories to life. Transforming beyond just a call center or branch, our front lines felt empowered to use our CRM not just as a means for problem resolution, but as an engine to create impact. continue reading »last_img

Leave a Reply

Your email address will not be published. Required fields are marked *