Give your workers more sophisticated jobs along with better tools, and you'll discover that your employees will become more responsible and bring more intelligence to their work. Create s digital feedback loop. Digital technology makes it possible to develop much better processes instead of being stuck with variations on the old paper processes that give you only incremental improvements. Use digital systems to route customer complaints immediately. If you do these three things, you'll turn those draining bad news experiences into an exhilarating process of improving your product or service.
Unhappy customers are always a concern.
They're also your greatest opportunity. Use digital communication to redefine the boundaries. In the Web work style, employees can push the freedom the Web provides to its limits. It's changing the perceptions within a company about the rapidity with which everybody has to move. Everybody must realize that if you don't meet customer demand quickly enough, without sacrificing quality, a competitor will.