Want To Improve The Service Level In Your Company?

When I think about leadership, John C Maxwell’s quote “A leader is one who knows the way, goes the way, and shows the way” comes to mind.  I mean that’s what leaders should do. A leader is someone who should be knowledgeable and experienced.   A leader should have a clear vision of where they are going.  They should be able to connect well with others.  Leadership is about influencing others not intimating others to do what needs to be done.  A leader is someone who knows how to be in the trenches with you but also someone who understands that they need to avoid getting bogged down in the day to day because they need to stay focused on the bigger picture.  They understand they will be times when they will need to pitch in and help but they also know they must stay focused on the big picture and achieving company goals.

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Shift From Customer Service to Customer Experience Part 6- Orientation & Consistent Customer Service Training

Just the other day, my colleagues and I were discussing the little value organizations place on the orientation process and on consistent customer service training.  I’m sure you’ve experienced it; showing up for work at the new job you scored and asked to shadow another employee who will show you the “ropes”.  Believe it or not, organizations place the enormous task of getting their new employees to buy into their vision, mission, values and culture on another team member, who has more than likely not been trained to properly teach them.

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Shifting From Customer Service To Customer Experience Part 4- People Management Skills

People management skills are a MUST for every supervisor or manager.  The truth is leading people is a very hard job.  It requires supervisors or managers to connect with others and to understand what the unique drivers of their team members are.  One cannot take a generic approach to managing people.  We are all different; different needs, different backgrounds & upbringing, different goals and desires, etc.  Successfully leading a team requires the supervisor or manager to connect individually with team members and to focus them on achieving the needed results but doing so in a way that makes employees feel like they want to contribute instead of being forced to.  Many managers say employees are paid to do a job and yes I agree with you, they are.  I also believe that when managers connect with their team in ways that demonstrate they value them, the organization benefits from results that far exceed what the employee is paid for.

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Shifting From Customer Service to Customer Experience Part 5- The Right Fit

Mark Murphy in his interview with Dan Schawbel, contributing writing for Forbes, said that “When our research tracked 20,000 new hires, 46% of them failed within 18 months.  But even more surprising than the failure rate, was that when new hires failed, 89% of the time was for attitudinal reasons and only 11% of the time for a lack of skill.    The attitudinal deficits that doomed these failed hires included a lack of coachability, low levels of emotional intelligence, motivation and temperament.”  The reality is people make or break your organization.  Jim Collins reminds us that “Great vision without great people is irrelevant.”

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Shift from Customer Service to Customer Experience Part 3- Highly Visible Leaders

When I think about leadership, John C Maxwell’s quote “A leader is one who knows the way, goes the way, and shows the way” comes to mind.  I mean that’s what leaders should do. A leader is someone who should be knowledgeable and experienced.   A leader should have a clear vision of where they are going.  They should be able to connect well with others.  Leadership is about influencing others not intimidating them to do what needs to be done.  A leader is someone who knows how to be in the trenches with you but also someone who understands that they need to avoid getting bogged down in the day to day because they need to stay focused on the bigger picture.  They understand there will be times when they will need to pitch in and help but they also know they must stay focused on the big picture and achieving company goals.

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Shift from Customer Service to Customer Experience- Part 2

Colin Shaw defines customer experience as “the sum of all interactions between a customer and your organization. It’s the blend of your organization’s physical performance and the emotions that you create all measured against customer expectations across all points of interaction.” In my previous blog, I shared that anything and everything that touches the customer impacts his/her experience with your organization. Today we discuss how policies, procedures and standards of operation impact the customer experience.

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Shift From Customer Service to Customer Experience

There are quite a number of components that make up the customer experience. In reality everything the customer sees, hears, feels or perceives impacts the customer’s experience. In this Customer Experience Series we talk about how to provide customers with the type of experiences that lead to repeat business and customer loyalty.

It’s pretty easy to provide customers with exceptional service. Amazon, Apple, Zappos and Starbucks all demonstrate this fact. Each of those companies have a customer experience model that their organizations and their employees adhere to. In order to be successful in delivering consistently positive customer experiences some important components must be in place. These include:

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