Engineering the Customer Experience
Teach your front-line folks about the importance of being kind to your customers & clients. Kindness has become somewhat of a lost art.
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Your customers and clients want/need to feel “taken care of.” What are you doing, currently, to have them feel that way?
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Impeccability = Consistency:
Impeccable service means creating CONSISTENTLY remarkable experiences. Consistency is the name of the game. Impeccability implies consistency, and doesn’t fully exist without it.
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Impeccable Details:
When the details that make up your client’s experience are impeccable, your company, itself, is then thought of as impeccable.
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Impeccable Awareness:
Remember that you are always “on stage” (a leader is never not leading). Remember that your people are always “on stage” (just when they think no one is looking, a customer sees everything).
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Impeccable Professionalism:
Set a standard, below which you refuse to go … even when others around you are compromising theirs.
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Impeccable First Impressions:
Your voicemail greeting is a very important first-impression maker. Script, rehearse, then record. Smile. Keep it brief, positive and upbeat.
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Impeccable Experience:
If you must put a customer on hold, give them something interesting, engaging, informational or entertaining to listen to.
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Impeccable Culture:
“Customer experience leads to profits . . . but not because it makes your customers feel warm and fuzzy, and not if it’s just a slogan. Customer experience leads to profits . . . if you treat it as a business discipline.” -Harley Manning
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Let your clients witness you “running” to do something for them.
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