Although quite embedded in how people buy products and services for personal use, the widespread consumer adoption of automated online ordering hasn’t migrated to the workplace, according to a recent survey from ServiceNow.
The resulting report, “Today’s State of Work: The Service Experience Gap,” indicates that most managers still use manual methods to order work-related services (such as IT support), even though they turn to Websites and apps to do their personal shopping.
Online consumer services are easy to use, deliver products and services quickly and efficiently, focus on the experiences of their customers, pulling out all the stops to build both satisfaction and loyalty because they realize that it is very easy for a customer to take their business elsewhere. But, companies aren’t applying those same principles to their internal-facing experiences.
What does this mean to you and your business? The report calls out 5 key steps you can take to close this gap:
- Identify work tasks that require coordination among employees or across
- Outline the coordination process and then define what it should be.
- Design an intuitive, frictionless interface for employees.
- Tap into consumer-like techniques such as portals, workflows and catalogs.
- Track and analyze services.
>Read more by Dennis McCafferty, Baseline, 2016-06-24