Just a quick note on the importance of core values in regards to managing the customer experience and improving customer service. A colleague of mine was talking about the difficulty he was having with different departments in his company. He mentioned that he felt that most departments weren’t quite clear how they fit into the overall company or what their role truly was. He also thought that most staff didn’t really know what the company really stood for.
This is a dilemma that is by no means unique. I started asking him about the core values of the company and he was not aware if they had ever been identified. If they had, he had no idea. He thought that would be a good place to start bringing the business together as a more cohesive group.
What are your core values? While you may have many, develop a core list of 10 and make them known to everyone in your organization. To really be customer focused, make these known to your customers as well. You will use these core values as guiding principles for business decisions that you make, the way you do business, new business ventures and opportunities, and for hiring and firing decisions. They will serve you in the forms of customer service and satisfaction, retention, and increased profits.
In order to be successful and to truly ingrain these core values, they cannot be something that are simply posted on the wall. They must be upheld consistently across all levels of your organization. Have you heard the saying “Do as I say, not as I do?” You must walk the talk here. Leadership must exemplify these core values for them to be reproduced in your teams.