Engineering the Customer Experience
The secret to capturing market share lies in how impeccable your customer experience is … *consistently*. In other words, impeccability and consistency must go hand in hand.
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Today, we have 1/20th the number of (in-person) human interactions each day, as compared to just 25 years ago. When you’re invited to something, say yes whenever possible. Any time you have the opportunity to surround yourself with others, you’re doing yourself a favor.
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“Employee-owned” remarkable experiences and best practices means: Your people will support what they help to create.
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“I’ve learned… . That being kind is more important than being right.” -H. Jackson Brown, Jr.
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Some of the biggest — and often overlooked — impression-makers are in the smallest of details.
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Remember your collar stays. Nothing says unprofessional like a curled or “wingy” shirt collar. (Tip: Keep a few jumbo paper clips in your car; briefcase; desk drawer, etc. as backups — they work as a great substitute.)
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“We judge others by their behavior, we judge ourselves by our intentions.” -Ian Percy
This begs the question, how are you and your company “behaving” in the eyes of your customers and prospects?
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Satisfying customers and clients is now passé. If you aren’t WOWing people, you may never secure their loyalty … or their referrals.
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Your customer service barometer is in direct relationship with your corporate culture. Think of your culture not just as the “word on the street,” but also as your collective “personality.”
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Is someone routinely inspecting your telephone’s hold music/message for current relevant content, audio quality and proper volume?
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