Got Service? How Your Employees Impact the Customer Experience and Loyalty

Got Service? How Your Employees Impact the Customer Experience and Loyalty

Each and every person in your organization has an impact on your customer experience and therefore your bottom line. Even those employees who don’t work on the front lines directly with your customers are serving your employees internally and providing them with the means necessary to perform their job.

“Customers don’t interact with an organization. They interact with you and your co-workers. It is that experience whether they buy or not, whether they become loyal customers or a lost opportunity.” – Peter Psichogios

Your Customer Service if Only as Great as Your Internal Service

It takes great internal service cooperation to provide seamless, flexible, hassle-free customer service. Whatever is happening on the inside of a company can be felt on the outside by the customers. If your talent is not fast, flexible and hassle-free with each other, how can they behave differently for your customers?

There are many ways that your internal employees might help serve your front-line employees to improve the customer experience. Leaders can serve your customers by providing front-line employees with the training, skills and competencies needed to do their best work. They can also remove obstacles that get in the way of providing the best experience to your customers.

Other internal colleagues might be involved in supporting those front-line workers with administrative work, stocking products, accounting and many other tasks that all contribute to a smooth customer experience. Read more about why if Your Internal Sucks, Your External Experience is Doomed.

Earning Customer Loyalty

Earning your customers’ loyalty starts with creating exceptional customer experiences at every touch point. The first step is having great internal service cooperation, and providing your employees with learning and development to enable them to better serve your customers as discussed above.

Earning customer loyalty is simple, but it’s not always easy. It takes dedication from your leaders, continuous effort from employees, and a commitment from your organization to align your organization on all levels.

Here are a few simple things you can do to earn your customer’s loyalty:

  • · Personalize your interactions and treat each customer uniquely as they want to be treated.
  • · Be authentic with every customer.
  • · Be friendly!
  • · Communicate clearly and effectively to set realistic expectations.
  • · Exceed customer expectations every time. Always go the extra mile for your customers!
  • · Honor your commitments. Follow through and do what you say you will.
  • · Provide them with fast, hassle-free service.
  • · Reward them with incentives to return and recommend!

It takes commitment and focus to understand that each interaction with your customers is an opportunity to create delight. But when you create exceptional experiences at every touch point, you will earn decades of loyalty.

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EGOless Leadership: Serve Your Way to Success

EGOless Leadership: Serve Your Way to Success

Gone are the days where leaders can rule with an iron fist and expect their employee to respond with their loyalty and productivity. Talent nowadays feel a lot less like they owe their organizations something, when they don’t get something in return. Talent want to feel empowered and enabled to do a good job to the best of their ability. They want to feel like they have the skills and competencies to help their colleagues and customers.

Leave Your Ego at the Door

What would it look like in your organization if your leaders were egoless? Think about it, if you’re a leader who leaves their ego at the door, you’re going to have a more pleasant, less confrontational work environment. You’re going to have better, more open communication because your talent won’t be afraid to tell you about problems that get in the way of their service. You’re going to have more employee engagement because they want to serve a leader who cares about them and not just him/herself.

There are many reason why being an egoless leader will have benefits for your organization and it’s bottom line including, increased productivity, better safety, improved morale, and improved word of mouth from both your employees and customers.

How to Serve Your Way to Success

If you are truly committed to leaving your ego at the door and serving your way to success in business, there are some helpful things that will help you to get there:

Focus on your employees needs and wants. Get to know your people beyond the job they do and find out what motivates them. Do they want opportunities to learn and grow in a certain position? Provide them with development and they will be more engaged, energized and committed to your company’s success.

Recognize your employees for a job well done. This is not a one size fits all approach, and you absolutely cannot pollute the winner’s circle with losers. But recognize each individual employee for their personal contribution to your company’s success. When you do so, others will see these behaviors being recognized and will follow suit. Plus, it reinforces a positive, reward driven work environment where your employees will be acknowledged for doing good work.

Provide one-on-one coaching to see employees excel. If you give your employees personalized feedback and direction, you will be able to play upon their strengths and improve their weaknesses. It’s important to communicate openly and effectively with them so that they know what your expectations are and how they can meet and exceed them.

Discussion

These are just a few ways that being an egoless leader will help you serve your way to success.

  • Do you have any examples of an egoless leader in your organization? How are their interactions with employees different than other leaders?
  • What are some ways that you have seen improvement in your employees by being an egoless leader?
  • Do you have any guidelines you follow for being an egoless leader? Please share in the comments below!
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Your Customer Experiences Are Not Created Inside a Vacuum

Your Customer Experiences Are Not Created Inside a Vacuum

We live in a society now where customers are constantly being bombarded with products in services at every touch point. On their mobile phone, internet browser, social media, television, print, at work, email marketing, billboards and much much more. So, as an organization it is important to remember that your experiences are not created inside a vacuum. What I mean by that is that your customers experience is effected by many aspects and layers of their service interactions.

If you want to excel at being an organization that creates exceptional experiences for their customers at every touch point, be sure that your service is impeccable through every channel. Read more about how to Improve Your Omni-Channel Experience here.

“Service is produced, consumed and evaluated simultaneously.” – Peter Psichogios

Your service is produced, consumed and evaluated simultaneously, which means that your employees much be enabled to provide the best service imaginable. They must be able to provide service that is fast, friendly, and hassle free.

Invest in your Employees for Better Service

So how do you enable your employees to provide this kind of exceptional service? A large part of it is investing in their growth and development from the get go. Many people are worried about spending the time and money on developing their employees, but if you’re not investing in your employees’ future then they’re going to find someone who will.

Learning is one of the key drivers of employee engagement, so it is no surprise that your talent want opportunities to learn and grow in your organization. When you provide your employees with learning they feel acknowledged and they feel connected to your company’s growth and vision. When you invest in your employees, they will want to invest their motivation and energy back in to your organization.

Plus, when you invest in your employees’ skills and competencies, they will be able to provide better service internally with their colleagues and externally with your customers, both of which improve your bottom line with increased productivity, loyalty, and sales. That investment will drive them to provide experiences that make your customers stay longer, buy more and positively refer others.

Discussion

What development initiatives do you have in your organization that help to create better customer experiences?
Have you personally seen a connection with increased employee engagement and improved customer service?
What organizations come to mind when you think of exceptional service? What ways do you see that their employees are enabled to provide you with quality service?

We love to hear your personal stories and suggestions! Please share in the comments below.

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