We know that customers choose businesses that make them feel welcomed and stay where they’re well treated. Customers don’t rave about transactional service or cool technology. To create a competitive advantage, organizations unite their people and processes around the core of the customer.
We Think that the best customer experiences come from a shared meaning and common purpose within the organization. Once established everyone in the organization is empowered to engage with customers with the confidence of doing whatever it takes to meet and exceed the customer expectations.
that when the team attitudes and behaviors are consistent with the needs and wants of the customer lasting relationships are formed. Both the customer and team member earn trust from a mutual empathy and understanding of working together. This may be in a 30 second dialogue or a consultative conversation. When team members are given the right tools with clear expectations, management can provide the positive reinforcement to keep the momentum going.
Great customer service is based on how well we establish, communicate and reinforce the right attitudes and behaviors towards the customer. Successful organizations live and breathe their mission, vision and values. Unfortunately, most build these tenents around finances and strategy and lose sight of the Customer Culture.