Engineering the Customer Experience
If your company is like most, then — as difficult as this may be to accept — the majority of your customers are passive. In other words they won’t just leave you for something better … they’ll leave you for something different. The solution to this perceived mediocrity is to be relentless about creating remarkable customer experiences.
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“Our mission statement about treating people with respect and dignity is not just words but a creed we live by every day. You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.”
-Howard Schultz, CEO Starbucks Coffee
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When it comes to your organization’s quest toward impeccable customer service, you need not be alone in leading the charge. There are already people working with/for you who would make for ideal champions and leaders. You may only be a conversation away from some much-needed support.
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Even — and perhaps especially — if you’re in an industry that does not tend to prioritize impeccable customer service, that gives you a golden opportunity to lead the way. Others will eventually come to their senses, but while they’re all asleep at the wheel you can become your industry’s leader.
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Don’t take it personally. When a customer is upset about something, it sometimes has less to do with you and more to do with them. Demonstrate empathy, be a great listener, and offer resolution.
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Take action by assigning a team leader to each newly-created customer experience enhancement. That next great customer experience idea is only as good as its implementation and consistent adherence.
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“If you see someone in distress and your natural instinct is to step forward and ask if they need help, then you’re probably going to be successful in customer service.”
-Johnson Wong
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Uncover what matters most to your customers, then work consistently and thoughtfully on being the very best at that.
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The next time a customer raves to you about their experience, consider asking them the following question: “You can certainly say no to this, but would you be willing to say that again in a quick video testimonial?” You may be surprised at how many people are happy to oblige. They are, after all, your raving fans.
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If you would hesitate in labeling that employee a “People person,” then he/she does not belong on your front line.
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