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IBM Social Business34![](https://crowdspotsimages.s3-us-west-2.amazonaws.com/profile-images/dXNlcjp0d2l0dGVyOjEyOTE2.jpg)
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Q2: Should organizations focus on understanding their employees better? Or their customers? http://www.via-cc.at...
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Chris Heuer
thinking either/or is a false choice, which is part of the problem @IBMSocialBiz need more #holistic approach
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Leerom Segal
Q2 @IBMSocialBiz Yes. By rejecting the notion that it’s people, are interchangeable resources and eliminating one-size-fits-all solutions, decoded companies understand people better and personalize their processes, policies, and tools to the individual.
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Jay Goldman
.@chrisheuer false dichotomy for sure. You can't win with either of them as the single focus.
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Casey Lucas
A2: @IBMSocialBiz - Absolutely both!! Without a doubt, they're equally important!!
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Leerom Segal
In a similar way to how Amazon, Facebook, Google, and other consumer companies have decoded our preferences to personalize our experiences; Decoded companies use the same big data techniques to understand their own people & curate experiences
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Chris Heuer
a2: its really about people as @leeromsegal says - regardless of their title, role or perceived position in the market
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Jay Goldman
Q2 I'd say it's a question of which one you focus on first, not to the exclusion of the other. @IBMSocialBiz
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Wayne Hendry
@chrisheuer Agree 100%! People (employees and customers) are your greatest asset and source of ROI!
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Chris Heuer
a2: as I explained in my Ignite talk at #IBMAmplify engagement must be understood and planned across every relationship of an organization
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Jay Goldman
A2 We talk in the book about @vineetnayar's employee first perspective. Similar approach. @IBMSocialBiz
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Jay Goldman
A2 @chrisheuer very true. Too many companies focus only the external side though. Internal relationships are equal if not more important.
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Chris Heuer
@jaygoldman and the chicken/egg problem can become the challenge here, as you end up never being truly complete with understanding and supporting one, so some don't get to even thinking about the other - so customers often win the ceo's attention more
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Daniel Davis
Are there fundamental differences (in approach or otherwise) in understanding employees vs. understanding customers?
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Wayne Hendry
@leeromsegal Oh I like this as understanding engagement is huge!
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Jay Goldman
.@danielkdtwt you can use a lot of the same approaches and technology. We talk about #DigitalBodyLanguage — the bits are different internally but the theory is the same.
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Chris Heuer
@danielkdtwt one of the differences is naturally in regards to motivation and reward for the level of #engagement
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Jay Goldman
.@ideakid88 hiring the right people and keeping them engaged is the single most strategic thing that leaders can do
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Daniel Davis
It seems that orgs have also been collecting (or trying to collect) data on customers for a long time now, but only recently have they been moving beyond performance reviews to collect data on employees.
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Chris Heuer
@danielkdtwt another thing to think about is the alignment of purpose and passion - if the org is made up of people only concerned with the paycheck and aren't actually a potential customer, its harder for them to understand each other
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Leerom Segal
The companies that invest in understanding #DigitalBodyLanguage can thereby reduce bureaucracy and that allows them to execute and evolve faster
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Chris Heuer
@danielkdtwt more companies are starting to hire from their existing customer base (I hope to see even more doing this soon)
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Wayne Hendry
@chrisheuer Interesting!
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Daniel Davis
@chrisheuer I hadn't heard of that practice! That's really interesting actually, and adds a whole new dynamic to the company-customer relationship!