Do not overlook the importance of customer experience!
Nowadays, with all the choices available for our customers and with the power of social media, it is even more important to stand out. To do this, and to ensure loyal customers, you have to provide an outstanding customer experience! A memorable experience, an experience that will be talked about in a positive way for a very long time. Simple customer service is no longer enough.
One of the simplest ways to do this, is through your employees. Customer experience, in addition to offering good customer service, is also the actions taken by your employees. Employees must recognize and seize opportunities to provide a more unique experience for your customers. An opportunity like this is often done in times when customers are least expecting it and is not caused by discontent. These are the times when customers say: “WOW, he did not have to do that!” Or: “Wow, I had excellent service from start to finish!” Each one of your employees is unique. Employees must use their authenticity to create a memorable moment for your customers. Your employees are passionate about their work, eager to learn and above all, have a desire to delight your customers. Humor, sincerity, empathy, kindness, and storytelling are simple ways of reaching the customer and capture their own interests. The customer chooses you before the product, they do not buy because of the price, they choose you because of the richness of the relationship you have with them!
Think of all the times, you as a customer, said WOW! Who made the difference for you and why? In 85% of cases, it is the employees who made a difference through a small and simple personal action, which highlighted your brand and your product, but also the personality of your employees! It is important to give them the framework, "standards" of quality of service, but you also have to know how to give them the freedom to customize every interaction with your customers. Their role becomes more challenging; they will feel involved in the success of your business, which will give them a sense of belonging. Of course, it is important that you take the time to recognize and appreciate them when these good actions occur ;) Although this is the easiest way to provide a memorable experience for your customers, it is far from being just the responsibility of frontline employees to provide an outstanding customer experience. As a leader, you have a huge responsibility to understand and adapt the needs, desires and expectations of your customers within your business. As this is a fairly complex process, I will be back with an article on this subject in which I will share with you some tools to help you.
I reiterate the importance of customer experience in our day and age, do not neglect it, it is not a tendency; it is here to stay and will only gain in importance in years to come. CustoNowadays, with all the choices available for our customers and with the power of social media, it is even more important to stand out. To do this, and to ensure loyal customers, you have to provide an outstanding customer experience! A memorable experience, an experience that will be talked about in a positive way for a very long time. Simple customer service is no longer enough. One of the simplest ways to do this, is through your employees. Customer experience, in addition to offering good customer service, is also the actions taken by your employees. Employees must recognize and seize opportunities to provide a more unique experience for your customers. An opportunity like this is often done in times when customers are least expecting it and is not caused by discontent. These are the times when customers say: “WOW, he did not have to do that!” Or: “Wow, I had excellent service from start to finish!” Each one of your employees is unique. Employees must use their authenticity to create a memorable moment for your customers. Your employees are passionate about their work, eager to learn and above all, have a desire to delight your customers. Humor, sincerity, empathy, kindness, and storytelling are simple ways of reaching the customer and capture their own interests. The customer chooses you before the product, they do not buy because of the price, they choose you because of the richness of the relationship you have with them!
Think of all the times, you as a customer, said WOW! Who made the difference for you and why? In 85% of cases, it is the employees who made a difference through a small and simple personal action, which highlighted your brand and your product, but also the personality of your employees! It is important to give them the framework, "standards" of quality of service, but you also have to know how to give them the freedom to customize every interaction with your customers. Their role becomes more challenging; they will feel involved in the success of your business, which will give them a sense of belonging. Of course, it is important that you take the time to recognize and appreciate them when these good actions occur ;) Although this is the easiest way to provide a memorable experience for your customers, it is far from being just the responsibility of frontline employees to provide an outstanding customer experience. As a leader, you have a huge responsibility to understand and adapt the needs, desires and expectations of your customers within your business. As this is a fairly complex process, I will be back with an article on this subject in which I will share with you some tools to help you.
I reiterate the importance of customer experience in our day and age, do not neglect it, it is not a tendency; it is here to stay and will only gain in importance in years to come. Customers are looking for more than just a good price. They are looking for the human side, they need to know that they are important to you, and they are appreciated. Until they find that, they will keep trying other companies. But once they can identify with your core values, not only will the price come in second, but they will become very loyal and your best ambassadors! Mahatma Gandhi said: "A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so. " Now, with this said; it is up to you to decide if your clients are worth taking the time to provide them with the best possible experience :)
Published by:
Alexandra Vachon
President
Beyond Experience
Think of all the times, you as a customer, said WOW! Who made the difference for you and why? In 85% of cases, it is the employees who made a difference through a small and simple personal action, which highlighted your brand and your product, but also the personality of your employees! It is important to give them the framework, "standards" of quality of service, but you also have to know how to give them the freedom to customize every interaction with your customers. Their role becomes more challenging; they will feel involved in the success of your business, which will give them a sense of belonging. Of course, it is important that you take the time to recognize and appreciate them when these good actions occur ;) Although this is the easiest way to provide a memorable experience for your customers, it is far from being just the responsibility of frontline employees to provide an outstanding customer experience. As a leader, you have a huge responsibility to understand and adapt the needs, desires and expectations of your customers within your business. As this is a fairly complex process, I will be back with an article on this subject in which I will share with you some tools to help you.
I reiterate the importance of customer experience in our day and age, do not neglect it, it is not a tendency; it is here to stay and will only gain in importance in years to come. CustoNowadays, with all the choices available for our customers and with the power of social media, it is even more important to stand out. To do this, and to ensure loyal customers, you have to provide an outstanding customer experience! A memorable experience, an experience that will be talked about in a positive way for a very long time. Simple customer service is no longer enough. One of the simplest ways to do this, is through your employees. Customer experience, in addition to offering good customer service, is also the actions taken by your employees. Employees must recognize and seize opportunities to provide a more unique experience for your customers. An opportunity like this is often done in times when customers are least expecting it and is not caused by discontent. These are the times when customers say: “WOW, he did not have to do that!” Or: “Wow, I had excellent service from start to finish!” Each one of your employees is unique. Employees must use their authenticity to create a memorable moment for your customers. Your employees are passionate about their work, eager to learn and above all, have a desire to delight your customers. Humor, sincerity, empathy, kindness, and storytelling are simple ways of reaching the customer and capture their own interests. The customer chooses you before the product, they do not buy because of the price, they choose you because of the richness of the relationship you have with them!
Think of all the times, you as a customer, said WOW! Who made the difference for you and why? In 85% of cases, it is the employees who made a difference through a small and simple personal action, which highlighted your brand and your product, but also the personality of your employees! It is important to give them the framework, "standards" of quality of service, but you also have to know how to give them the freedom to customize every interaction with your customers. Their role becomes more challenging; they will feel involved in the success of your business, which will give them a sense of belonging. Of course, it is important that you take the time to recognize and appreciate them when these good actions occur ;) Although this is the easiest way to provide a memorable experience for your customers, it is far from being just the responsibility of frontline employees to provide an outstanding customer experience. As a leader, you have a huge responsibility to understand and adapt the needs, desires and expectations of your customers within your business. As this is a fairly complex process, I will be back with an article on this subject in which I will share with you some tools to help you.
I reiterate the importance of customer experience in our day and age, do not neglect it, it is not a tendency; it is here to stay and will only gain in importance in years to come. Customers are looking for more than just a good price. They are looking for the human side, they need to know that they are important to you, and they are appreciated. Until they find that, they will keep trying other companies. But once they can identify with your core values, not only will the price come in second, but they will become very loyal and your best ambassadors! Mahatma Gandhi said: "A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so. " Now, with this said; it is up to you to decide if your clients are worth taking the time to provide them with the best possible experience :)
Published by:
Alexandra Vachon
President
Beyond Experience