Transforming the Customer Experience

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Episode 13 – How Transparency Impacts the Customer Experience

Transparency is a key component of both the customer experience and effective leadership. Transparency is the ability to let customers know what you are capable of, the best pricing you can give, and the results you can provide. True transparency is letting your prospects and customers know they might not get the outcome they expect.  Transparency in leadership relies on the trust you’ve built with your teams. This podcast explains how to build that trust and get your team to support your initiatives to improve your customer experience.

Episode 11 – Five Steps to Building a Better Customer Experience Through Better Service

These five basic steps to better customer service are the pillars to building better experience for your customers. This podcast explains each step in detail and how to work with your staff to actively engage with you, your company, and your customers. Using these five steps as a foundation will increase your sales, customer loyalty AND staff engagement.

Episode 10 – Would Your Business Survive If You Doubled Your Sales in One Year?

Everyone dreams of more customers, more sales, more profits. But would your business survive that growth? This podcast walks you through the dream of growth and helps you take a hard look at the areas you need to consider focusing on to be sure you grow effectively and don’t ever hear from your customers… “They grew so fast they forgot about me. So I left and found a company that cares.”

Episode 8 – Preparing Your Teams to Transform the Customer Experience

Preparing your teams to improve and transform the customer experience is key. Most companies get it wrong. This podcast episode walks you through step by step how to preframe your initiative to get your teams in the right mindset by letting them know why your company is focusing on this, what they’ll gain from this focus, and what you expect from them.

Episode 7 – Empower Your Teams to Succeed in the Customer Experience

The key to a great customer experience is empowering your staff to take the initiative and work in the best interest of both the customer and your company. This podcast asks some tough questions to make you think in terms of allowing your staff to act as if they own the company.

Episode 6 – Words and Phrases to Use When Working With Customers

The way we speak with customers can make or break the customer experience. This podcast episode shares the most effective words and phrases to use when communicating with your customers. By speaking this way, your customers will be glad they made the decision to work with you and your company.

The Best Way to Prepare Your Teams to Improve the Customer Service and Experience

Business leaders are really starting to jump on board the Customer Experience Bandwagon. And for good reason.  The Customer Experience is no longer just a great idea, it’s now becoming a strategic initiative for more and more companies across the board.

I am often asked how to go about proposing the new focus on the customer experience to the staff and employees within the organization. Managers and owners are often fearful of resistance or lack of buy in. This is to be expected. Most people resist the process of change, regardless of the promised outcome.

The Wrong Way to Prepare Your Teams:  

Start by telling them that customers have been complaining about shoddy service for quite some time. Show them how many customers your team has cost them due to the bad customer service they’ve received.

Tell them that they should feel lucky that they even have jobs in the first place and that they need to step up and do their part and be nice to customers. When they ask what you mean by “be nice to customers” means, tell them just to smile and be friendly.

Tell them that they are going to have to sit through boring trainings where someone is going to tell them what to do. They’d better pay attention to the trainer and do what they say or they are going to be looking for another job soon.

You may laugh at the above examples, but sadly, they are far more common than you’d like to believe.

The Right Way to Prepare Your Teams:

Explain to your teams that…

  • Most companies fail when they start to forget the customer is there SOLE reason for existence.
  • They forget that the customer is the single most important person in their company and take them for granted.
  • The smart and successful companies are now understanding the importance of the experience in the customer’s minds.
  • Customers today are looking to do business with companies that make it simple, pleasant, and memorable.
  • Customers are perfectly willing to spend up to 24% more with companies that deliver a better customer experience than the competitor down the road offering the EXACT same product or service.
  • Our company understands and values the customer and the fact that they have kept us in business since _____.
  • The company wants to invest in the teams to help develop the very best customer experience. We want to set ourselves apart by the service experience we deliver. We know that our customers have a choice of where to buy our product or service and we want them to select us simply because of the fact that we will work with them like no one else will.

Let them know what is coming up for them…

Over the next few months, we are going to be working together through some workshops and trainings to develop our skills in customer relationships.

  • We’ll learn what is important to our customers, what they want, what they expect, and what makes them buy.
  • We’ll discover how to manage their expectations and teach them how to get the most out of working with us.
  • We’ll fine tune our communications strategies to be sure they understand what we are intending to convey both verbally and written.
  • We’ll gain tools to help us work with customers when they are unhappy and turn the situation into one that they are impressed with the way we handled ourselves.
  • We’ll learn a little bit of customer psychology and get into the minds of our customers to help strengthen our relationships with them that we’ve worked so hard to build.
  • We’ll review the basics, become fabulous at the fundamentals, then build on those to become extraordinary.
  • We are so proud of the time and energy you’ve put into this business unit so far and we know that this will also help you feel so much more empowered in your day to day lives here.

Explain what you expect from them…

What is required of you?

  • An open mind.
  • The willingness to learn.
  • The ability to look at things from different perspectives.
  • The dedication to implement what you’ve learned.
  • The awareness that striving to improve does not mean you’ve been doing anything wrong, but that improving is always looking to make it even better.
  • The desire to do everything you can to serve our customers and our company to the very best of your abilities.
  • The courage to challenge the status quo.

Following these guidelines will dramatically improve the way that your team participates and works with you in your efforts to develop and improve your service and your culture.

Please click here for the podcast that further explains the above steps to gain more buy in from your teams.

You can listen to more episodes of the Transforming the Customer Experience Podcast series by clicking here.

Please share your thoughts below!

Transforming the Customer Experience Podcast

 

Costco Provides a Fabulous Customer Experience Example to Follow

It was an ordinary work day filled with phone conferences and content creation. Hours spent on the phone and on my computer all focused on teaching companies how to make more money by building better relationships with their customers.

Imagine my surprise, no delight, when I opened up an ordinary envelope from Costco in the mail. I could feel that there is a card in the envelope so I figured there was a new membership card enclosed.

Instead, there was a letter with a cash card.

Apparently, a shirt that I purchased for my husband for father’s day was in fact not 100% silk as it had been labeled. Costco took the initiative to notify everyone who had purchased this specific shirt and give a $20 cash card for each shirt purchased. They ALSO provided the option to return the shirt as well if we were not satisfied with it. They made sure to include a statement to specify that we were free to keep the cash card even if we decided to return the shirt.

They apologized and expressed appreciation for our continued loyalty.

The first words out of my mouth were “I will continue to do business with Costco FOREVER.” This was amazing.

In a world where companies are quick to hide behind policies, or hide the issue completely, Costco decided to bring it to MY attention and make it BETTER THAN RIGHT before I even knew there was an issue to be concerned about.

This is an example that we should all try to live up to both professionally and personally. It’s a simple premise really. Just be forthcoming and honest with your customers and they’ll appreciate it. Do it well, and they’ll be loyal to you.

Now, I fully understand that there is likely a backstory that I’m sure involved a lot of rigmarole (yes, that’s how you spell it, I looked it up) and hard decisions. This is an especially notable response to the issue since I don’t remember this shirt costing a full $ 20. But the company made the decision to stand behind their products, found that this one didn’t measure up to what had been advertised, and took more than full responsibility for it. As a consumer, I really do appreciate that.

As a Customer Experience Expert, I’m so delighted to see large companies setting the example. It truly comes down to the premise I try to live by.

Do the right thing. Always.

Have you experienced anything similar? OR – Have you found that companies HIDE issues and create distrust? Sound off below…

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