“Empowerment taps into the potential of a human being to do more than what is typically defined by their job description. Empowerment allows that individual to take initiative, to show courage, and to speak up and to make things better,” writes Phil Geldart, a recognized authority in transforming organizational culture and leadership development. It is especially important in today’s digital business world, because customers expect personalized experiences.
In order for organizations to offer an increasing amount of personalization, they must enable and empower their employees with the trust, knowledge, and permission to do what they know they can do—take care of the customer. In order for the customer-centric business model we strive for to work, your employees must feel empowered to do their part in establishing it. You can’t say you want a customer-centric organization and then continually limit the responsibilities and ownership of your employees. “True empowerment allows you to release the potential of employees at all levels and roles,” adds Geldart. It’s here you’ll see results far greater than you would if you simply instruct them what to do in each scenario. For specific guidelines on how to create a more positive workplace, read Geldart’s article, “How to Empower Your Employees to Be More Customer-Centric.”