{"id":32633,"date":"2022-09-28T00:00:00","date_gmt":"2022-09-28T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/posters-on-the-walls\/"},"modified":"2023-09-11T12:09:36","modified_gmt":"2023-09-11T12:09:36","slug":"posters-on-the-walls","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/posters-on-the-walls\/","title":{"rendered":"Posters on the Walls"},"content":{"rendered":"<span data-contrast=\"auto\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-27559 size-full alignleft\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Words-on-a-Wall-Mean-Nothing-Without-Action-Low-Res.jpg\" alt=\"Posters on the Wall\" width=\"360\" height=\"432\" \/>I\u2019ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><!--more-->\r\n\r\n<span data-contrast=\"auto\">Communication is one reason that their vision is coming to life. The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and <a href=\"https:\/\/store.hyken.com\/products\/moments-of-magic\/3201087000000952531\" target=\"_blank\" rel=\"noopener\">Moments of Magic\u00ae<\/a> for their colleagues and customers. In addition, throughout their halls, you can find posters and signage with their vision, their five behaviors, and other motivating and inspiring messages that bring their customer experience initiative to life.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">During a recent call with the client, we talked about the posters on the walls. I commented, \u201cWhat\u2019s on the walls and what happens between the walls must be congruent.\u201d\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">In other words, don\u2019t let the posters be eye candy without action. The success of the program doesn\u2019t come from simply displaying the ideas we created with them but from the actions taken by the team members.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">All of this is happening inside their organization. Their customers don\u2019t know about this initiative. They don\u2019t know about the hours of training the employees are going through. All they know is that the experience is working. Once again, I share one of my favorite concepts: <\/span><i><span data-contrast=\"auto\">What\u2019s happening inside the organization is felt on the outside by customers.\u00a0<\/span><\/i><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">And while the customers are experiencing the benefits of this company\u2019s efforts, they don\u2019t really care how it happens. They just want it to happen, and when it does, they want it to happen again and again \u2013 every time they do business with this company. The reward these customers give isn\u2019t in the form of accolades, although feedback is a gift. It is in the form of repeat business and positive word-of-mouth.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">The point of this lesson is simple. Words on a poster or even spoken out loud mean nothing if there is no action to support it. If you spend the time and effort to create a vision, don\u2019t let it die. Don\u2019t let it become a \u201cflavor of the month\u201d that is replaced by next month\u2019s or next year\u2019s theme. Employees will figure it out and not take it seriously. If it\u2019s really important, don\u2019t tape it to the walls, engrave it on the walls. If it\u2019s what you want, make it come to life. It\u2019s not about what\u2019s on the walls. It\u2019s what happens between the walls that counts!\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n<div class=\"entry-content\">\r\n\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>\r\n\r\n<\/div>","protected":false},"excerpt":{"rendered":"<p>I\u2019ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do.\u00a0\u00a0<\/p>\n","protected":false},"author":3,"featured_media":38543,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6800,6807],"tags":[4709,4830,4928],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Posters on the Walls - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"If you spend the time and effort to create a vision, don\u2019t let it die. 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