Diversity of thought transforms customer experience

There is no one definite solution to getting customer experience right. That’s because there is no singular defined customer.  

However, remedying this is nothing short of constant opportunity: we work with incredible customers and partners in a variety of industries. Getting “it” right is critically important: 88% of customers state that experience is just as much as services or products, according to Salesforce.  

Building diversity into our collaborative efforts creates a better experience for customers and employees.  

A striking way to encourage alignment through customer experience and employee experience is through connecting to the purpose of an organisation.  

At Optus, our enduring purpose is that everything we do is for our customers, from the micro-tasks in our daily activities to our short-term and long-term strategies, customer experience is front of mind.  

Leaders can accelerate performance and successful outcomes through teams that leverage diverse perspectives, expertise, and lived experiences. All voices are as important as each other’s, and it’s a leader’s role to ensure that ideas are heard and enabled throughout.  

This type of inclusion is valued in a team: according to McKinsey, mutual trust and inclusion ensure a 47% increased likelihood that employees will stay with a company and a 90% increased likelihood they’ll go out of their way to help each other. 

Loyalty and engagement in a company come from productive and inclusive employee experience. And, as I’ve spoken about previously in my article, Upscale collaboration to descale complexity,  being engaged at work drives high performance and a far greater likelihood of being able to effectively collaborate and achieve successful outcomes for our partners and customers.   

Image Source: Adobe Stock

When two or more teams, individuals, or businesses meet, there can be actions as a result of this meeting that can often go beyond the relatively simple transactional outcome. Understanding the broader context of a customer's business and the challenges they face creates new opportunities to add value, and adding value is a likely path to deeper relationships. Meetings, all too often viewed as something to endure, should be instead regarded as exciting and energising events, primarily when focused on the continuous growth and mutual success of ourselves and our customers.   

This can only be achieved when there is intention behind each meeting: a drive for doing better, unlocking innovation potential, or a problem to overcome. I like to think of this as active collaboration, particularly when it comes to multiple teams working together for the greater good of their customers.  

Our partnership with Lendlease is the perfect example of active collaboration. There’s immense value for both parties in this partnership and one that we hope to see grow. Lendlease is a globally integrated real estate group with operations in Australia, Asia, Europe and the United States. Together, Optus and Lendlease will innovate the latest tech and connectivity throughout their employee experience, which will, in turn, encourage their own diversity of thought and enhanced communications across their networks.  

Image Source: Adobe Stock

As there is no one-solution-fits-all for customer success, there is no right or wrong answer when it comes to collaboration. That’s where diversity of perspective unlocks powerful outcomes. At Optus, we have designed for diversity - we have a rich range of perspectives, voices and skills within each of our teams, that support customers and partners. We know that diversity and inclusion will deliver innovative solutions that solve complex problems enterprises face today and into the future.  

If you would like to continue this conversation further, please reach out to your Optus Account Manager, contact us here for a callback or phone 1800 555 937.