C U S T O M E R
‘We are living in an ‘Experience Economy’ where the bar for satisfactory or average customer service within our industry keeps being raised’
Moments of magic, however, are not just average or satisfactory experiences. They are outstanding or unique experiences. These moments delight customers, make them feel valued, help to earn their confidence and loyalty. Pedro Angulo an organizational effectiveness business partner in AIB and chair of the Irish EMCC (European Mentoring and Coaching Council) gives some great points to tick for creating a world-class experience for your customer :
1. Be obsessive
2. Align your CX strategies to your Business Planning
3. Make CX everyone’s job
4. Focus on outcomes, not output
5. Keep your brand promise – both inside and outside of business
6. Flatten the pyramid at work
7. Make ‘Collaboration’ a core value at your business
8. Create culture through storytelling
9. Motivate and empower front-line staff
10. Develop ‘Emotional Intelligence’
11. Choose role models at work
12. Deliver a customer-centric induction process for your employees