James Dodkins on Putting the Employee First, the Customer Second

Top Takeaways:

• Seven components to creating a culture of outstanding customer experience:
  1. Vision: Have a core understanding of who your customer is, what their needs are, and what a successful outcome would be.
  2. Align: Align the vision around the delivery of those specific things.
  3. Capability: Make sure the people within the company are skilled enough to make the vision come to life.
  4. Workplace: Have the right environment for the right employees, to ensure the best work is being done.
  5. Incentive: Make sure workers are getting paid for doing the right and important things, not just doing mundane tasks.
  6. Resources: People within the company must have the budget to be able to make the right things happen for the customer.
  7. Empowerment: Without this key component, the rest doesn’t work. Workers must feel confident that their decisions will be supported by leadership within the company.

About:

James Dodkins is the author of Foundations for Customer Centricity. He helps companies create outstanding and unforgettable customer experiences, and travels the globe learning the secrets of the world’s best-performing companies, and uses that information to help organizations replicate that success. He specializes in customer experience and customer centricity.

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

“If you pay people for doing stupid things, they’ll become very smart at doing them.” – James Dodkins

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

1. How can understand what my customer needs?
2. How can I equip my employees with the proper skills to deliver excellent customer service?
3. How can I create happy employees?
4. What can I do to create a more conducive workplace for employees?
5. How can I create a better customer experience?
6. How can I create a better employee experience?