Engineering the Customer Experience
You should know how to articulate the distinction between “managing” and “leading.” A well-led team is better prepared to deliver an impeccable customer experience. Things get managed, people prefer to be led.
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73% of U.S. consumers have spent more with companies that have a history of good customer service.
(source: AMEX 2011 Global Customer Service Barometer)
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“Customer satisfaction is worthless. Customer loyalty is priceless.” -Jeffrey Gitomer
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Q: How do you know if you’re a customer service leader? A: Others (both inside and outside of your industry) are following you.
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It’s critical to remember that everything that matters in business (and life) is tied to the relationships you build and foster.
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Do your customers & clients know and feel that they can always count on you? Discuss with your team what “integrity” might look like and ways of demonstrating that you’re count-on-able.
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Always honor your word with customers and clients. When you honor your word, you ARE your word. (When you “keep” your word, you’re doing it because you “should” or you’’re “supposed to.”) Honoring is more powerful than keeping.
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“The customer experience is the next competitive battleground.” -Jerry Gregoire, CIO, Dell Computers
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Reading just 1 book per year puts you in the top 20% of American households. Why not read well-reviewed books on customer service.
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Leaders who say, “My people just aren’t motivated; can’t think for themselves.” may need to look at their own leadership. These aren’t the problems … these are symptoms.
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