You can talk with your employees about delivering an amazing, excellent, or outrageous customer experience, but how do you make it an active part of every employees’ interaction?
Start at the beginning …
Customer experience excellence needs to be part of the conversation when you create job descriptions, recruit, and onboard.
The description of the expectation for what your customers will experience with every interaction with your firm should be detailed in your corporate vision, core values, and brand promise.
And every employee should know what it looks like, sounds like, and feels like to deliver excellent customer experiences.
Even if they are not on the front line.
Did you know:
20 Statistics of Customer Experience*
- 55% of consumers are willing to pay more for a guaranteed good experience.
- 86% of consumers are willing to pay more for an upgraded experience.
- 84% of consumers are frustrated when the agent does not have information.
- 13% tell 15 or more people if they’re unhappy. Conversely, 72% of consumers will share a positive experience with 6 or more people.
- 67% of consumers site bad experiences as reason for churn.
- 50% of customer experience natural occurring churn every 5 years.
- Only 1 out of 26 unhappy customers complain.
- 91% of unhappy customers who are non-complainers simply leave.
- It is 6-7X more expensive for companies to attract new customers than to keep existing customers.
- 65% of companies can successfully upsell or cross-sell to existing customers.
- Only 12% of companies can successfully upsell or cross-sell to new customers.
- 75% of brands do not know what engagement means – but are measuring “it”
- 66% of consumers who switched brands did so because of poor service
- 85% of customer churn due to poor service was preventable.
- 11% of customer churn good be prevented by simple company outreach.
* Originally posted on Vala Afshar’s article on The Huffington Post.
WOW! Some of those stats are jaw-dropping. And for some companies – you know who you are – all too true!
Excellence in the workplace and in the delivery of customer experience is cultural. It doesn’t just belong to one group in your organization. It is ingrained in every fiber including product development, supply and delivery, human resources, sales, and customer service.
There is no one size fits all in creating excellent customer experiences. Every organization must look at who they serve and how they to want to serve. And then develop the core value statement that reflects the expectation of delivery.
Upon interviewing, it should be clear to the prospective employee that these are the expectations – without exception. And these are the standards by which they will be measured.
Follow through and follow up with new employees. Create an environment for learning and support.
Continually ask your customer – how did we do? If you don’t know how you are doing, you won’t know what to change culturally.
Then those meetings where you talk about change will be truly productive, inspiring, and financially rewarding to everyone in your organization.
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