Information About The Book!

Lorem ipsum dolor sit amet, consectetur adipiscing elit. In nibh sapien, aliquet tincidunt fringilla at, feugiat quis enim. Cras consequat, ipsum et posuere venenatis, nulla massa mattis eros, sed varius turpis quam sit amet purus. Vestibulum vehicula consectetur congue. Sed facilisis nisi in lectus convallis, porttitor hendrerit est consequat. Vivamus hendrerit, ante sed ornare molestie, tortor lorem suscipit tortor, id sodales mauris metus quis purus. Nulla egestas tellus eu enim consectetur, sit amet sagittis nisl eleifend. Mauris laoreet venenatis sem, lacinia mollis augue mollis ac. Nulla a neque a justo dignissim feugiat. Mauris rhoncus eros sit amet augue dictum fringilla. Nunc dictum lobortis convallis.


Aenean vulputate urna est, ac sollicitudin enim vulputate et. Vestibulum tempus lacinia consequat. Donec posuere enim mi, vel lobortis erat pulvinar nec. Duis felis purus, adipiscing sed dolor at, volutpat sagittis magna. Sed imperdiet scelerisque mauris, vulputate dictum augue egestas sit amet. Nullam sit amet eros non purus fermentum dapibus ac a mi. Curabitur id viverra nibh. Donec scelerisque vulputate nunc, non interdum orci. Morbi ut quam eleifend, placerat ipsum eget, iaculis arcu. Curabitur blandit consequat nulla. Praesent non pellentesque neque. Duis tortor purus, dignissim sit amet sagittis egestas, feugiat nec elit. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Nullam pellentesque lectus nec arcu ullamcorper, a vulputate augue semper. Duis auctor velit in nisl scelerisque consectetur. Sed ornare quam diam, at placerat risus tristique at.


Vivamus vel facilisis ante, vel porttitor metus. Sed eu congue nibh. Fusce non diam ut enim pretium pellentesque. Vivamus quis euismod quam, non aliquet risus. Etiam ornare lorem sit amet gravida eleifend. Cras quis nibh pretium, pretium turpis consectetur, lobortis leo. Phasellus sed vestibulum metus, id vestibulum odio. Donec quis nisl ante. Fusce tristique sagittis erat ut bibendum.

Customer and Employee Collaboration Solve Different Problems

Posted by on November 7, 2011

Recently I had a conversation with the CEO of a company (anonymous since I discuss that I will be blogging this) that provides customer community solutions (so clearly he is already biased).  This person is a friend so we usually get in little debates about things pertaining to customer and employee collaboration.  For some reason the conversations usually turn to, “why do organizations need employee collaboration platforms?”  Why can’t they just stick with email, intranets, and phone systems?  The conversations sometimes also steers down, “the best way to inspire and engage your employees is to show them how you delight your customers.”  Basically what this CEO likes to argue (I’m sure he does this just to irk me!) is that customer communities can change companies and provide for far more inspiring and engaging fodder for employees, aka customer engagement and communities are more valuable than employee engagement and communities.

Now, if you’re like me you will clearly see that it’s not a question of what is better or what is more valuable.  Both are valuable because both solve different problems.  Customer communities and engagement are great for things such as:

  • providing great customer experiences
  • learning from your customers and changing your products and services based on customer feedback
  • connecting customers to each other to help them provide peer support
  • evolution to customer-centric organizations
  • allowing your customers to feel connected to and a part of your organization

Now while these things may be true, the problems or challenges that emergent collaboration among employees seeks to solve are quite different, such as:

  • allowing employees to find subject matter experts within organizations
  • giving employees the opportunity to share their ideas which oftentimes lead to new opportunities
  • helping employees feel engaged and fulfilled at work
  • making the lives of employees easier by allowing them to access everything they need to get their jobs done from one central area
  • improving employee productivity
  • forming communities of interest in the workplace
  • and many other things

The CEO of this company told me that customers really help change the world with inspiring stories that help fuel employees at work.  True, but in large organizations not every employee is going to be aware of these customer stories and so collaboration tools can help share this information with those employees that might not be on the front line engaging with customers.  Not only that but think about how passionate your customers can be and now imagine if your employees felt the same way when they came to work.  Where your employees new why they came to work and what their purpose was, where they felt connected to the organization in more than just a “paycheck” way.  I truly feel that emergent collaboration strategies and technologies can really change the world of business not just from a productivity and profit standpoint but from a much more valuable personal and human standpoint.

We always talk about humanizing the brand and how important that is to our customers, well hey guess what, humanizing the brand and helping our employees feel like they are a part of the organization is just as important!  I find the employee collaboration stories that I have been putting together very inspiring.  Everything from improving communication at an educational institution, to helping a small business to grow, to improving innovation at a mid-size organization, to speeding up on-boarding time of new employees at a printing company.

One of the other truly fascinating things about emergent collaboration in the enterprise is that the ideas employees share don’t need to be revolutionary in order to have an impact on the organization.  It’s oftentimes the simple, the mundane, and the (what most would consider) non-interesting ideas that can truly shape the future of an organization.

If you make the life of an employee at work more fulfilling, engaging, and easier then that employee will become happier at work and I believe happier in their personal lives, yes I think this can change the world.

I don’t know maybe it’s just me but I find that improving the lives of employees at work  and empowering them is pretty damn cool!

  • I read your article with great interest.Thanks for you sharing.

  • hmmm))
    is a good idea, I can still throw a few ideas)

  • Nice post and it would be great for everyone, Thanks a lot for spreading this information here

  • Nice post and it would be great for everyone, Thanks a lot for spreading this information here.

  • It is vitally important to use the knowledge of your employees to build a better business.  This is a highly useful post that many businesses could benefit from.

    • thanks for the comment Benjamin and I agree with you 110%

  • I agree! Communication is very important in any business. Employees should reach their customers to know their needs and wants and customers must discuss their problems with the employees, through this problems can be solve in no time.

    • Thanks for the comment Rick, of course we can’t function without communication and collaboration!

  • Anonymous

    I really like the comment you made about the fact that “humanizing” the brand for employees is just as important as humanizing the brand for customers. In the end, the customer experience will always be dependent on how they interact with various groups within the organization..this means there are many different departments and people involved in keeping your customers happy, so better internal collaboration, sharing of knowledge and internal engagement will shape the experiences your customers have with your brand.

    • It’s funny because I get into friendly arguments with consultants/vendors that typically cover or provide technology solutions for one or the either.  Everyone likes to argue which one is better or more valuable but it’s sort of like saying, “what’s more valuable to your car the engine or the frame of the car?”  Well, you can’t really make that comparison as they do different things but ideally you would have both to have a fully functioning automobile.  

      I completely agree with what you said above, “sharing of knowledge and internal engagement will shape the experiences your customers have with your brand.”

      Very well said!

  • Great post. If you want to collaborate with your customers better, you will need to do the same internally and be good at it as well. This will avoid the digital/social divide. This keeps the entire organization involved, engaged and motivated.

  • shawn07

    Enjoyed reading those beautiful comments. It seems very useful and informative for us. Keep posting more wonderful thoughts.

    B2B marketplace