Did you know that 90% of senior business leaders believe that the next competitive differentiator is Customer Experience? So, what have we done about that? Giving away a new koosh ball to our best customers? Sending them a dollar in the mail?
Customer Experience is not just about the latest marketing trinket (though that can help if everything else is in place). Here’s a fact for you – most companies drive sales through product push and then wonder why their associates aren’t fascinated by the client experience. When you’re told to sell 42 checking accounts this month or you’re not getting a raise, somehow smiling at the customer and following up with them doesn’t seem nearly as important as hitting that number.
Again, customer experience requires more than pasting the name over a past service initiative. Maybe we all need to stop shifting our glance left to right at the competition and look directly into the eyes of our customers.
This is a change initiative we LOVE, because we think it’s the future of business.
If you want to teach your associates how to increase customer loyalty and enjoy their job a lot more, let us talk to you. By the way, leave the customer loyalty marketing packets to marketing. We’ll just change the way your associates behave, and that will change the environment, and that will change the customer experience!
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