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Elevating Customer Experiences

Elevating Customer Experiences

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WordPress Cobb (Metro Atlanta) Users Group - May 11, 2021

How to elevate the customer experience every single time with easy steps that starts with the owner of the company down to greeting the customer.

WordPress Cobb (Metro Atlanta) Users Group - May 11, 2021

How to elevate the customer experience every single time with easy steps that starts with the owner of the company down to greeting the customer.

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Elevating Customer Experiences

  1. 1. ELEVATINGCUSTOMER EXPERIENCES MICHELE BUTCHER-JONES https://mlb.pw/cobb2021
  2. 2. Lead Support Specialist at Thrive Agency Top Geek at Can’t Speak Geek Lead Organizer for Southern Illinois WP Meetup Owner of 13Core Contributor, Speaker, Mom, Photographer ALITTLEABOUTME WHO IS THIS MICHELE BUTCHER-JONES? https://mlb.pw/cobb2021
  3. 3. GREAT CUSTOMER SERVICE? WHAT IS https://mlb.pw/cobb2021
  4. 4. ANYCOMPANYCANBUILD AGREATPRODUCT,BUTIT TAKESGREATCUSTOMER SERVICETOSTAYIN BUSINESS https://mlb.pw/cobb2021
  5. 5. WHAT DOESITTAKE TOBUILDGREAT CUSTOMERSERVICE? https://mlb.pw/cobb2021
  6. 6. As an owner or manager, set the standard for customer service Training, training, training Have your standards, processes, and expectations written down and accessable to everyone. SETYOURSTANDARDSEARLYINTHEGAME https://mlb.pw/cobb2021
  7. 7. IS IT…. Part of a systematic approach for achieving the Key Success Factors? Driving employee empowerment and innovation? Embracing product and service benchmarking? Based on research of proven best practices? Transferrable to company’s culture? Effective in creating a culture of innovation? THESIXCONSIDERATIONSOFAQUALITYCOMPANY https://mlb.pw/cobb2021
  8. 8. Everyone should “want to be there” and not there to get a paycheck. Take time to find the right person for the position You can always teach skills, but you can not teach inspiration and dedication Have the applicants talk to the CEO, the middle man, and the last new hire so they can learn all aspects of the company. BUILDATEAM,DONOTHIREEMPLOYEES https://mlb.pw/cobb2021
  9. 9. Do NOT train by fire Train on the technical and the personal aspects of the position Give the time for appropriate training Ensure the trainers know the job they are training others in. TRAININGTIME https://mlb.pw/cobb2021
  10. 10. Happy team members will go above and beyond their minimum standards Respect goes both ways Engage in the department The janitor is as much a part of the team as the CEO Sometimes you have to roll up your sleeves and join your team to be a success Great leaders take the team to ask and listen. FOREMPLOYERSANDMANAGERS https://mlb.pw/cobb2021
  11. 11. I know what is expected of me at work I have the materials & equipment to do what I do best every day. In the last 7 days, I have received recognition or praise for doing good work. My supervisor, or someone at work cares about me as a person. There is someone at work who encourages my development. At work, my options seem to count. The mission or purpose of my company makes me feel that my job is important. My fellow employees are committed to doing quality work. I have a best friend at work. In the last 6 months, someone at work has talked to me about my progress. This last year, I have had opportunities at work to learn and grow. THE12ELEMENTSOFEFFECTIVEMANAGING https://mlb.pw/cobb2021
  12. 12. Ensure the technology is appropriate for the work being completed Give trust to your employees that they will make the best decision with what they are given Talk with your team to ensure positive work environment and their needs are being met Always look to improve PROVIDEWHATISNEEDEDTOSUCCEED https://mlb.pw/cobb2021
  13. 13. Identify and select the problem Analyze the problem Generate potential solutions Select and plan solution Implement solution Evaluate solution SIXSTEPSTOQUALITYIMPROVEMENT https://mlb.pw/cobb2021
  14. 14. It is about providing a business based service or products for others Every single person still has to answer to someone You may own the company but you work for every single person wo buys your products or uses your service. ITISNOTABOUTYOU! https://mlb.pw/cobb2021
  15. 15. ANYCOMPANYCANBECONSIDERED 5STARASLONGASTHEY PERFORMLIKEIT! https://mlb.pw/cobb2021
  16. 16. HOWDOESACOMPANY CREATEANELEVATED CUSTOMEREXPERIENCE EVERYSINGLETIME? https://mlb.pw/cobb2021
  17. 17. NUMBER 1 AND MOST IMPORTANT BE NICE! https://mlb.pw/cobb2021
  18. 18. KEEP THE DOOR WIDE OPEN BE WELCOMING https://mlb.pw/cobb2021
  19. 19. WHEN YOU TALK TO THE CUSTOMERS BE KNOWLEDGABLE https://mlb.pw/cobb2021
  20. 20. LEARN WHAT EXACTLY THEN PROBLEM IS, SO ASK AND BE A LISTENER https://mlb.pw/cobb2021
  21. 21. BE ENGAGING IN ALL OPPORTUNITIES https://mlb.pw/cobb2021
  22. 22. TO PROPERLY MAKE AN EXPERIENCE AN AWESOME EXPERIENCE, ONE MUST ALWAYS BE OBSERVANT https://mlb.pw/cobb2021
  23. 23. WHEN YOU KNOW THE NEEDS AND WANTS OF YOUR CUSTOMERS IT HELPS TO BE ANTICIPATING https://mlb.pw/cobb2021
  24. 24. YOUR BUSINESS RELIES ON YOUR CLIENTS AND OR SERVICES BE HUMBLE https://mlb.pw/cobb2021
  25. 25. TYPICALLY CUSTOMERS ARE ALREADY BE UPSET BE EMPATHETIC https://mlb.pw/cobb2021
  26. 26. BE IMPRESSIONABLE THERE IS ONLY ONE FIRST TIME https://mlb.pw/cobb2021
  27. 27. WHEN YOU ARE EXCITED ABOUT WHAT YOU DO, IT LEAVES A LASTING IMPRESSION BE MEMORABLE https://mlb.pw/cobb2021
  28. 28. FROM THE CEO TO THE JANITOR, TO THE SUPPORT PERSON, ALL HAVE OWNERSHIP BE ACCOUNTABLE https://mlb.pw/cobb2021
  29. 29. SOMETIMES THINGS DO NOT ALWAYS GO AS PLANNED BE ACCOMMODATING https://mlb.pw/cobb2021
  30. 30. IT IS ALIGHT TO FIRE A CLIENT, AND MAKE IT A POSITIVE EXPERIENCE BE A PROBLEM SOLVER https://mlb.pw/cobb2021
  31. 31. QUESTIONS??? YOU CAN FIND ME AT… Michele_ButcheronTwitter MicheleButcher-JonesonMakeWPSlack MicheleButcher-JonesonFacebook M_ButcheronWordPress.org CantSpeakGeek.com 13Core.com ShutterAndShoot.com https://mlb.pw/cobb2021

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