Employees first, customers second
Employees first, customers second - the management approach at HCL Technologies
At first this sounds counter-intuitive but when a company really puts employees first they focus on:
- employee engagement
- employee empowerment
- employee enablement
This leaves the employees to focus on customer delight. Put like that it makes perfect sense!
By way of some background, HCL Technologies are a global organisation with 82,000 employees in 35 countries. This approach however, would work equally well for SMEs.
Listen to Anand Pillai, Senior VP and Global Head of Quality, Talent Transformation and Leadership Development at HCL Technologies on a recent CIPD podcast. The podcast is about creating and sustaining a shared purpose.
My favourite quote from the podcast - when asked if this would work for companies of all sizes Anand confirmed that it would, they started it when they only had 18,000 employees in 18 countries! Oh to be a small business!
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