However, not all of these employees are entirely enthusiastic about the new responsibility. High-ranking employees can often become distanced from the actual product and experience itself, and this program aims to diminish that divide and extend a passion for the customer experience to all employees, regardless of their internal position. Brands that maintain a high ease of use and appeal of design are consistently more desirable for modern customers.īut, the benefits of this program go beyond just an enhanced user experience with renewed empathy for its delivery team, the organization can formulate more realistic and productive expectations and ensure employees are being treated fairly. This can go a long way with customers CCW Digital research found that over 90% of customers are more willing to support brands with high-quality user design standards. If engineers are able to engage with their own technology, they can begin to understand the user's perspective in a practical setting, rather than a theoretical framework. The program is exciting for customer experience leaders - with more time spent engaging with customers on the front-lines, employees in a wide array of roles gain hands-on exposure and an inside look at the end-to-end experience. The company stated, 'By engaging as a Dasher, supporting a merchant, or shadowing a customer experience agent, employees learn first-hand how the technology products we build empower local economies, which in turn helps us build a better product.' If employees are unable to complete deliveries, the company also permits them to shadow customer-service workers with its WeSupport programs, or engage with the merchant-support side of the business with WeMerchant. WeDash, initially established in 2013, ensures all employees, from its engineering team all the way up to its CEO, carry out a delivery to better understand the process its Dashers go through with every new order. But, true customer centricity goes beyond customer-focused initiatives and upholds these deeper values throughout the entire organization.ĭoorDash, the popular online food delivery platform, has recognized this critical feature and is working to achieve a more customer and employee-centric culture by requiring its employees to utilize its platform and complete a delivery each month.

Brands often describe themselves as customer-centric they shape their business around customer needs, work to provide exceptional, individual support and promote a culture of empathy and care.

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