4 secret ways to delighting your customers

image-6So what does it take to deliver a consistently top-level customer experience? Sadly, there is no short cut to becoming best in class. Most companies take years. But there are four things you can do to get off to a good start:

Clarify. Before you embark on a customer-experience transformation, put as much effort and rigor into understanding your employees as you do into understanding your customers. Treat interviews, surveys, and suggestion boxes as important sources of information. Combine the input you receive with customer satisfaction scores, business metrics, and employee churn rates to isolate the issues that matter most to your employees and your business.

Align. Define a common purpose that encapsulates what your organization stands for, and make it the emotional pivot around which all your employee and customer strategies revolve. Forget slick marketing campaigns; instead, use common purpose to rouse your people to action on the things that count. Make sure all your leaders are 100 percent on board. Without their commitment, communication and implementation will soon break down.

Reinforce. Even the best customer-experience program is of no use unless leaders put their commitment into practice by being role models for the behaviors they want employees to adopt. Seeing leaders acting in a new way encourages employees to follow suit and makes common purpose a living reality within the organization. To help the changes stick you need a systematic reinforcement program combining training, coaching, and 360-degree feedback mechanisms. Develop metrics to track how employees are performing, and intervene when necessary. Training and coaching should evolve over time as the needs of employees and the organization change.

Empower. Clarity about expectations plus freedom to act equals an empowered front line. Establish quality standards to ensure your people make real-time decisions that are consistent with your common purpose. Then support your quality standards with behavioral guidelines to shape your desired customer experience and enable your staff to measure, coach, recognize, and reward one another in their day-to-day work. Armed with this framework, they’ll be able to handle every customer encounter in a way that expresses your company’s vision and values.

Technological advances have made it much easier for business enterprises to understand customers on an individual basis. Even so, engaging with them is still largely done by people at the front line, through personal contact. The continuous relationship of trust with customers that companies seek to nurture is built one interaction at a time. That’s what your people are hired to do. So to create an emotional bond with your customers, start by engaging your employees.

To know more about how we can help you in delighting your customers, contact us.

The four essential elements of a “Winning” team

These are the four essential elements of a winning team:

Soccer

Vision –  “set the vision first.” The vision sets the course for the entire organization and needs to be developed, and more importantly, shared, before evaluating any other area of your operations.

Team Players – having the right teammates on the football team contributes to its success. the focus shouldn’t be on having the most skilled players. Instead, the focus should be on the element of teamwork and individuals who believe in the team’s vision. Organizations rise to the top when everyone believes in the overall vision. Recruiting and hiring employees that believe in the vision and values of your organization and then exhibit the desired behaviors is essential for the ongoing success of your business.

Leaders – everyone is a leader. Beyond having the right players on the team, also have innate leaders. Leaders take it upon themselves to build commitment to shared success. Job title or position does not matter. Leadership should be fostered within all roles and functions of your team.

Loyal customers– The customers are the heart and soul and are central to the well being of your organization. Your employees feel the motivation coming from loyal customers. However, loyalty is a two-way street, and, just as sports fans support their team through wins and losses, your team must look to turn customer service losses, or service recovery moments, into customer service wins.

what is your organization’s game plan for winning? To know how we can help you develop your winning team, contact us.