"For a company to successfully earn the trust of its customers, there must exist a vibrant culture within the organization that recognizes the importance of trust and enables and empowers employees to act upon that perspective. - "The State of Customer Experience Capabilities and Competencies," SAS Institute Inc. and Peppers & Rogers Group
Just as consumers are seeking to support themselves and reach out to social communities when they need assistance, so are the people who make up businesses. Businesses should capitalize on the acceptance of collaboration and social networks by their employees through providing them the same tools with which they are familiar from outside the work environment: blogs, wikis, function-driven communities, profile updates, etc. By creating collaborative environments throughout the organization, a company can become more productive while simultaneously embracing what their employees are seeking as individuals.
Collaborative environments help break down – or eliminate entirely – traditional cross-departmental and “business vs. IT” barriers. Creating a social environment promotes communication and cooperation and ultimately yields a faster time-to-market for new business initiatives.
By putting in place the same social structures that people are using in their personal lives, businesses can become more productive, more collaborative, and improve employee satisfaction and retention.
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