As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers.
I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below. I encourage you to listen to the brief video clips to hear examples of how some businesses have applied practical applications of the tips below.
1. Deliver a One-Company Experience
Don’t engage in fractured projects to address one customer concern or in response to a survey. Now is the time to unite and focus. Pick a few things that will benefit the whole organization versus every silo trying to get in their list. Use this time to determine three good things that you can do to improve the experience. A one-company focus paired with humanity is the secret recipe.
2. Be Honest with Your Employees
The other thing that we’re finding is that it’s really important to have fearless honesty with your employees. We’re all living in a world of, “What’s going to come next?” If you don’t communicate with your employees and/or your customers, they’re going to fill in that black hole. They’re going to surmise what’s coming next, or what’s happening to them. If you have a lot of worried employees sitting around, that vibe is going to pass on to your customer. It’s important to remember that what’s on the inside shows up on the outside.
3. Don’t Underestimate the Importance of the Hello and Goodbye
The beginning and the end of an exchange is where you can find your big opportunities. How do you end a chat? What does your packing slip in a delivery look like? Think through the small details because they make a difference. Find ways that you can think outside of the box. This is especially important as more people are buying things online and getting shipments to their homes.
Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.
