Transforming the Customer Experience

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Episode #5 – Make Your Customer Want to Marry Your Company – Not Just Date It

Turning conventional business models inside out and turning our customers into long term relationships is the key to sustainable financial success. This podcast explains how customers aren’t buying your product or service, but the relationship you are promising them.

Remember, you aren’t the only game in town providing your product or service. But what you CAN do is attract, engage, and deliver an experience so unique and enjoyable that your customers will WANT to repeat that experience over and over again.

Like I’ve been telling my teenage boys, looks will only get you the phone number. It’s what is in your heart and soul that keeps them interested in wanting to continue to spend time with you. In the business world, marketing and promotions are great and can attract new customers to you, but it’s the WAY you do business and engage with your customers that develops loyal customers and keeps you in business.

Transforming the Customer Experience Podcast is HERE!!!

After a lot of preparation, the Transforming the Customer Experience podcast has come to fruition!

I’ve taken the ideas,  the most commonly asked questions, and most commented on themes of customer service skills, developing a customer centric culture, and leadership impact to produce a podcast that is perfect for your daily commute. Each episode addresses relevant issues and content that you can use today in your organization, regardless of size or industry.

I’d be honored and grateful if you would subscribe to it on iTunes and leave a favorable rating and review.  Here’s the link…

https://itunes.apple.com/us/podcast/transforming-customer-experience/id1031721961

I’d also love to hear your ideas, questions, and suggestions for future podcast episodes. It’s a gift to me when you let me know exactly what you’d like to hear about to be sure that each episode is relevant and impactful to you.

Please leave your comments and ideas below!

Episode 4 – Excellent Customer Service Starts From the Inside Out

Delivering great customer service doesn’t just depend on your staff. It begins with leadership focusing on the internal staff just as much as the external customers. This episode explains why this essential step is missing in most companies and gives you an action step to get your company on track.

Episode #2 – The ROI of Focusing on the Customer Experience

This episode focuses on the ROI of the Customer Experience using real world examples. Using the lifetime value of your customer is extremely important for everyone within your organization. If you don’t know your average lifetime customer value, I’ll walk you through how to determine that number here and what it can bring or cost your company.

Episode #1 – Why All the Fuss About the Customer Experience?

What’s all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits. If you aren’t thinking along these lines, you are leaving money on the table!

Tips to Improve Customer Service

Bottom line, businesses that deliver memorable customer experiences are the ones that become more profitable.

Here are this week’s tips to keep you and your teams motivated to connect and work with your customers…

  • Be Truthful. Always. Integrity is not as common as it used to be. Being honest with your customers may lose a short term job, but gain credibility in the customer’s eyes that will reward you later.
  • Be Genuine.  We’ve heard the phrase – fake it till you make it.  My challenge with this is – you are still not being who you truly are. Consistently work to better yourself with good intentions for your business and your customers.
  • Instill teamwork in every aspect of your organization. When you and your company work as a team, the customers become your teammates as well and everyone wins.
  • Deliver what’s promised. If you said you would do it, then you must absolutely do everything you can to complete or achieve it. Your customers are keeping your business alive based on the results of the promises you make.
  • “Be everywhere, do everything and never fail to astonish the customer.” – Macy’s motto

Use tips such as these in your meetings, huddles, updates, interoffice emails or any method that you communicate within your organization.

Customer experience and customer service is not a “One Hit Wonder” mentality. It needs to be a way of life within your company.

Get even more tips and strategies to immediately step up your game to increase customer satisfaction and loyalty by claiming your copy of “50 Customer Service Tips Made Simple” by clicking here https://kristinaevey.leadpages.net/50-customer-service-tips/ You’ll get instant access to what it takes to continue earning your customers business and loyalty.

How Customer Emotions Can Build or Break Your Profitability

The emotions of your customers drive your profitability and customer loyalty. We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on emotions and communication and can get us into trouble if we are not in tune with our partner. Does the phrase “Can we talk?” sound familiar and scary?

Being in tune with your customer while working with them is just as crucial, especially if you plan to stay in business and be successful.

Emotions Drive Most Buying Decisions

Think of your current banking institution. What emotions come up for you? If you are instantly filled with frustration and irritation, odds are you are also currently looking to jump ship and find another bank. If, just thinking about them causes you to feel this way, how much worse is it when you are actually on their website or in their location? Frustration and irritation are the kiss of death for customer loyalty. Once you get past the hassle factor of switching to another bank, if you’ve found one that makes you so glad you found them, you’ll likely encourage most of your friends and associates to try your new bank as well.

Lesson: Your frustrated and irritated clients are solid detractors from your business. They’ll spread the word willingly about how difficult it is to do business with you and encourage people to try your competitors.

What about those of you that felt good about your bank when you thought of them? For those of you that felt your finances are safe and secure, that your best interests are being cared for, those of you who feel your bank truly values your business, you will likely never leave that bank willingly. Those positive feelings are the drivers of customer loyalty.

Lesson: Trust, safety, security, comfort, and happiness drive customer retention and loyalty and, ultimately, profitability.

Now, we’ve looked at four main emotions – frustration, irritation, trust, and feeling valued. These emotions are fairly simple and easy to identify in your customer’s body language and mood. Point out to your leadership team and staff that these emotions are key indicators of the way your customer feels about your organization as a whole and their likelihood of customer satisfaction and loyalty.

Keep It In Check

Provide some discussion forums or training for your teams to identify indicators of these emotions and how to work with those that are frustrated and irritated. Give your staff the tools and strategies to help ease customer frustrations, better communicate with them to identify underlying issues, and to open up discussions as to how to make working with your organization better and easier for them.

Pay attention to the customers who are loyal and appear to be happy to be working with your company. Train your teams to recognize these folks and give them strategies and tips on how to engage and to find out what it is about your company that has caused them to feel the way they do. The goal is to replicate the “stimulus” as often as possible to encourage happiness and loyalty. If it’s your staff that’s wonderful,then identify the characteristics that drive this result and be sure to have those as “must haves” in all new potential candidates.

Get even more tips and strategies to immediately step up your game to increase customer satisfaction and loyalty by claiming your copy of “50 Customer Service Tips Made Simple” by clicking here https://kristinaevey.leadpages.net/50-customer-service-tips/ You’ll get instant access to what it takes to continue earning your customers business and loyalty.

 

Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

“I’d kill to have a golf swing like that!”

“I’d do ANYTHING to lift that much weight and look like that!”

We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars.

Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly.

That golf pro… Before he or she turned pro, they likely went to the course in the wee hours of the morning and practiced a full 90 minutes before going to their “job” only to return again after work, day in… day out. They sacrificed many moments that most of us take for granted to get them closer to their true goal… to be the absolute best they could be and turn pro.

That fabulous looking person in the gym (I’m not talking about the steroid pumpers)… They watch everything they eat. They train methodically and diligently.  They let the scoffing over their eating habits roll of their skin. They don’t judge those that eat differently, yet find themselves subject to ridicule because of their strictness to their own eating and training regimine. “Can’t you just let loose and have fun this ONE time?”

Many of us are not prepared to put in the time and effort it takes to be in the top 5% of anything… sport, physical fitness… or business success.

So, you say you deliver the best customer service and make the experience your customers have better than they can get anywhere else?  Really.

If I were to walk in your doors, or call your company, and ask the first five people I see what your company stands for and how it works with customers better than anyone else, I’d bet that I’d get five blank stares… and then some sheepish off the cuff made up answers.

So my question to you is this… Are you INTERESTED in focusing on your customers and creating a culture that is centered around them, or are you COMMITTED?

Interested companies gather a little information, talk about it from time to time, hire a consultant, might spend a little money for a workshop or training session, and believe that they are on the right track.

Committed companies do research, not only hire coaches – but DO THE WORK, talk about and focus on the customer experience incessantly, create a unified vision of the ideal customer experience, hire and train the right folks to support that ideal experience and HOLD THEM ACCOUNTABLE for excellent customer service delivery, they get feedback from their customers as to how they are doing, etc.

So, the golf pro and the body builder, they have a goal. They have clarity. They have a vision of success. They. Do. The. Work.

Are you willing to step up and stop talking the talk? Walk the talk. Develop a culture focused on the most important person in your company – the CUSTOMER.  Not sure where to get started? Click here…

Customer Loyalty Depends on the Word “WHY”

Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us? This is commonly known as Net Promoter Score, or NPS.  On a scale of 1- 10, 10 being the highest likelihood, you delight in the folks that score a 9 or 10, pay more attention to the 6, 7, and 8 scorers, and count on the fact that anyone scoring 5 or less is already looking elsewhere for your product or service.

But only asking IF customers will refer to you misses, in my opinion, the truly critical component.

Now, asking customers IF they will refer to you is very important. But, I’d really like to take it a step further and ask customers WHY they would refer to you. This is how you find out what it is in your organization that you do really well that makes an impact on folks -OR – that nothing in your company really stands out from the rest of the pack. 

Consider this… if you were to ask a current customer why they would refer others to do business with you, or would continue to do business with you themselves, and they responded back with “Because the folks here really seem to go out of their way to help me. I like the fact that everyone is really friendly and knows what they are talking about.” 

If you had that response, you would know that your customer service and the customer experience is something that your company does really well and you should capitalize on that. Continue to make it a focus. Recognize and reward those that truly exemplify the customer service skills and deliver amazing customer experiences you want to be known for.

The significance in asking people WHY they would recommend your company to others is understanding what is MEMORABLE about your company and the way you work with customers.  It goes without saying, you want to be creating positive experiences that make customers feel good about their decision to do business iwth you.

When customers need to take a while or can’t really come up with a specific reason WHY they would refer their friends to you, you need to take a step back and face the harsh truth that your organization is pretty bland. You aren’t making enough of a positive impact in any one area that has impressed them enough to make them want to come back or resist the draw of your competitors.

Fortunately, it’s a simple fix. Create positive experiences throughout your company that will draw your customers in, engage them, become their ally,  and ultimately build and nurture long term business relationships. All it takes is focusing on the customer – their needs, their struggles, how you can help them, how they want to receive your help, and communication. In future posts, I’ll explain exactly how to do just that.

What are your thoughts on taking it a step further and asking WHY people would refer to you? Take a moment and comment below.

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