Continuing on with Customer Service Week, we are focusing on encouraging our internal teams to foster the customer centric attitudes and service.
Tip # 2 – Share Your Vision with EVERYONE in your company.
It’s not a secret. It needs to be shouted from the rooftops, okay training rooms and reception area, of your company. You need to define your ideal customer experience and what it looks like from the customer perspective. When you define it, then you need to share it with your teams so that everyone knows it, understands it, and embodies it.
It doesn’t matter if you are a “Mom and Pop” shop or a larger company, you must share your vision of exactly what your ideal Customer Experience looks like at all levels. Your entry level positions should have the same vision as the CEO or owner of the company.
Ideally, you can share your vision with everyone during training on the very first day they begin working with you. They’ll know immediately why your company is different and what their role is in making customers feel that difference.
That being said, sharing that vision must also be a continual process. We all know that information shared once tends to be forgotten. By keeping the vision of the ideal customer experience clear and present throughout the company, it will quickly become ingrained into your culture.
Leadership must interact regularly with teams, lead by example, discuss ideas and suggestions, and continually examine how the current state of the customer experience is moving toward the vision of the ideal.
It’s no accident that Disney, Ritz-Cartlon, Nordstrom, and Apple are known for exemplary customer experiences. They have clearly defined that customer experience and how everyone plays into it.