The Foundation for a Great Customer Experience

Experiences rank far above goods and services: The best things in life are not things, but memories of great experiences. Every employee wants to be part of the enterprise’s growth plans and success, but many just do not know how they are supposed to go about it. By fostering a remarkable work environment for employees, you establish the ideal climate for the creation of a remarkable customer experience. An enterprise that focuses on setting their employees up for success will reap the rewards when it comes to loyal customers.

The Accelerators: Brand Awareness, Full Engagement and Positive Spirit

Just like employees, customers possess absolute expectations of the enterprises they frequent. If these expectations are met, loyal customers are the result. That is, enterprises that successfully meet customer expectations retain their customers. Again, an enterprise can concretely define the specific promises that are important to its customers and can then empower its employees to keep these promises in order to create a great customer experience. Creating a great customer experience necessitates Brand Awareness, Full Engagement and Positive Spirit on the part of your people. These great customer experiences create loyalty and are the single most important driver of increased growth and profit: customer intent to recommend an enterprise to others.

Brand Awareness

Brand awareness encompasses knowing and living the intent of the company’s brand. It is exemplified by employees who understand their own jobs within the larger context and understand how they each contribute to the company’s success. It is also challenging others who do not live up to the expectations of the brand. The business will suffer if employees do not understand the brand or are unable to articulate it to the market place. Never assume that the intent of your brand is shared by all. Regularly teach what your brand means to your people and then teach it some more. Only employees who are fully aware of the intended brand can consistently deliver it to customers.

Full Engagement

Fully engaged employees just get it. They show initiative, are responsible, supportive and dependable. These are the people that constantly seek to get better at their jobs and, in so doing, continually make the people around them better too. Others can count on these employees to follow through, carry their weight and actively look for ways to improve their surroundings. These employees listen to your customers, show empathy and really work to understand and meet the customer’s needs. Surround your people with a supportive team so that they may best support your customers.

Positive Spirit

These are the folks who offer a “can do - you bet I will” attitude at work. They make work fun, are service-spirited and demonstrate an optimistic attitude when working alongside others. They maintain high energy levels and help keep their workplace upbeat, something that is absolutely noticed and valued by customers. Fill the workplace with positively spirited people and reap the rewards of a positive customer experience.