Creating the Remarkable: 4 Rules to Upgrade Customer Experience

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Creating the Remarkable: 4 Rules to Upgrade Customer Experience

  1. 1. CREATING THE REMARKABLE: 4 RULES TO UPGRADE CUSTOMER EXPERIENCE
  2. 2. RULE #1 UNDERSTAND THE “WHY” What is your purpose? Why are you in business? Define what you believe in and communicate it clearly, over and over again. Dialogue is not in the call center business , we believe that we sell an experience. We are here to blossom the relationship between the consumer and the brand. As Simon Sinek says in the book “Start with Why”, people don’t buy what you do, they buy why you do it
  3. 3. START WITH YOUR RULE #2 EMPLOYEES Attitude trumps experience in most situations. Do they genuinely work well with others and look at the positive of situations? Would they grow into a mentoring leader or a finger pointing boss? Hire team members that are truly interested in your mission and are passionate to help you achieve it. Avoid hiring cultural detractors even if they do have the most experience.
  4. 4. RULE #3 REMOVE ROADBLOCKS Customer experience can easily be overwritten by financial goals, cost-cuts and fear of change. Everyone at your organization, needs to be on board with the idea that the customer experience is always the top priority. Anything that hinders the quality of the customer interaction should be immediately evaluated. Have team members ask themselves “Does this allow for the very best customer experience?” If the answer is no, reevaluate and be vigilant about reinforcing your mission.
  5. 5. RULE #4 UNDERSTAND THE CONSEQUENCES RULE #3 REMOVE ROADBLOCKS No one can successfully compete on a product, service or price alone. Customer service is the driver for loyalty…how do you think Starbucks and Zappos got so big? Their success came from word of mouth referrals by loyal customers based around the remarkable customer service that they received. Help your team members understand the consequences of not being remarkable.
  6. 6. 60% higher profits are reported by companies that prioritize the customer experience. Murphy, E.C., Murphy,M.A. (2002) Leading on the Edge of Chaos: Prentice Hall Press; 1st edition
  7. 7. 89% of customers will take their business to a competitor following a poor customer experience. 2011 Customer Experience Impact Report conducted by Harris Interactive
  8. 8. After a poor customer experience, more than 26% posted negative complaints on social media. 2012 Oracle White Paper “Seven Power Lessons for Customer Experience Leaders”
  9. 9. www.Dialogue-Marketing.com

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