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How to Create a Better Customer (and Employee) Experience

Next week is National Customer Service Week and Tuesday, October 6 is CX Day. These “celebrations,” for lack of a better term, are meant to remind us about what is so important to every business; the customer service experience. With that, here are a few of my favorite concepts that we must always consider (and […]

CS Starts at the TopNext week is National Customer Service Week and Tuesday, October 6 is CX Day. These “celebrations,” for lack of a better term, are meant to remind us about what is so important to every business; the customer service experience. With that, here are a few of my favorite concepts that we must always consider (and remember) when we think of customer service and customer experience.

Who is responsible for customer service? Unless you run a one-man operation, you probably have to entrust the job to your employees. How can you ensure that they care enough to deliver a good customer experience in every interaction? That they are in sync with your company’s culture, vision, mission and philosophy as a whole?

You need to have employees who “buy in” to your organization – that is, loyal employees who have internalized the company’s vision and mission. They believe in the company and want it to succeed, and will do their best to promote the business and help it grow.

This organizational buy-in doesn’t happen by accident, but it is worth the effort. Employees who take pride in the company not only deliver good customer service but also benefit from marketing efforts. If you want customer service delivered by employees who care – and the loyal customers who develop as a result – here are some things to remember:

  • Start at the top. To be successful, customer service cannot simply be delegated to the front-line employees. Leaders have to be role models for the employees to follow, and all employees must provide good service, whether they are interacting with internal or external customers. The customer-focused culture has to permeate the entire organization from top to bottom. Every decision that is made should incorporate the question, “How does this impact the customer?”
  • Define your service. Take some time to thoughtfully consider what you want your customer experience to look like. What kind of special promise will you make to your customers? Do you promise to respond quickly? To be easy to do business with? To keep your promises? Once you define your brand of customer service, distill it into a few words that are easy for employees to remember and strive for.
  • Communicate and train. Share your customer service philosophy (and its short-form motto or mission statement) with your employees and train them in how to deliver it. Part of this could involve mapping out the customer’s journey and identifying all the points of interaction he or she has with the company, and then ensuring that good customer service is built into each of these “touch points.”
  • Lead by example. The best way for management to lead by example is by following what I call the Employee Golden Rule: Treat your employees the way you want the customer to be treated – maybe even better. When employees feel like their managers care about them and appreciate them, they are more motivated to do well in their responsibilities – including customer service.

There are also tools available today to test the level of employee engagement in your company. Not long ago I wrote about TINYpulse. I love this company. They offer a simple software program to survey employees and monitor their levels of motivation and morale. Less in-depth but more up-to-date than an annual employee survey, it is a way of “checking the pulse” of your company each week.

Just as important as the employees’ responses to the questions is the fact that the frequent opportunity to share their opinions gives them a sense of feeling more fulfilled, appreciated and understood.

When I talked with the owner of the company, David Niu, he shared some of the simple yet powerful questions he suggests that companies might ask:

  • Do you have all the tools you need to be successful in your job?
  • If you were to leave our company, what would your primary reason be?
  • Do you have a suggestion about how we might improve?

Why is this important? As we mentioned earlier, the best way to deliver good customer service is to have employees who believe in the company and what it stands for, who will promote it and do whatever they can to help make it succeed. So, set inspiring customer service goals, communicate them, and show employees how to achieve them. Then use the weekly “pulse check” to make sure everyone is on the same page – that your employees are buying in and not opting out!

Beginning Monday, we will be posting videos daily for National Customer Service Day on my YouTube channel.

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers here.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at Connect with Shep on LinkedIn.

(Copyright © MMXV, Shep Hyken)

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