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In business, your primary focus should be the value you provide to your customers. Value is what makes people trade their money for a service or a product. Money is simply an echo of value. It’s the thunder to values’ lightning. The one-million-dollar question remains, how do you communicate and deliver real value?
Employee experience fuels customer experience. When your employees feel like they are part of a team, a mission, and something bigger than themselves. They are respected, honored, and cared about by the leadership; it makes a huge difference in making the customer experience better.
During this Doing CX Right episode, Bob Burg shares nuggets of wisdom on how to improve your employee experience and communicate real value to customers.
Customer Experience Key Takeaways:
- Prioritize Genuine Value Over Sales Quotas: Ensure that your main focus is on providing genuine value to your customers. This often translates into better long-term customer relationships and loyalty instead of merely meeting sales quotas.
- Effective Listening and Authentic Communication: As a leader, practice effective listening and authentic communication with both your employees and customers. This fosters a culture of trust and ensures that everyone feels heard and understood.
- Create a Value-Driven Culture: Encourage a workplace culture where employees feel they are vital to the organization’s mission. Employees who feel respected and valued will likely provide better customer service, enhancing overall customer experience.
- Personalize Customer Interactions: Understand that each customer has unique needs and desires. Tailor your services and communications to meet these individual requirements, showing customers that you value their specific needs, leading to improved customer experience.
- Regular Feedback Mechanisms: Implement mechanisms for regularly obtaining feedback from both employees and customers. This allows you to understand their sentiments and improve areas that impact both employee satisfaction and customer experience.
Talking Points:
[00:42] Getting to know Bob Burg
[01:52] The definition of employee experience
[03:17] What is effective communication and giving value to your words?
[10:06] One thing that Bob has done as a leader that we can replicate
[11:59] Advice for leaders who want to improve their communication, especially during a crisis like Covid
[15:45] How to measure effectiveness
[17:40] Bob’s message to CEOs and leaders
[21:10] Bob’s message to 20 year old younger self
Inspiring Quotes:
“Nobody is going to buy from you because you have a quota to meet. They’re not going to buy from you because you need the money, or because you’re a nice person. They’re going to buy from you because they believe there’ll be better off by doing so than by not engaging with your brand.
“Money is simply an echo of value.”
“People do things for their reasons, not our reasons.”
“We need to be inwardly motivated, and outwardly focused.”
“The best way to give someone an attribute is to impute it to them.”- Winston Churchill
“Great leadership is about the other person. It’s about Touching Lives with great value. It’s about that person’s life being better as a result of you being part of it.”
Watch the Doing CX Right® Show On Youtube
About Bob Burg:
Bob is a Hall of Fame Keynote Speaker and Bestselling Coauthor of “The Go-Giver.” Founder of “The Go-Giver Success Alliance.” For 30 years, he’s helped companies, sales leaders, and their teams to communicate their value, sell at higher prices with less resistance, and grow their businesses based on endless referrals more effectively.
Website: https://thegogiver.com/tgg-ee-burg/
Twitter: https://twitter.com/bobburg
LinkedIn: https://www.linkedin.com/in/bobburg/
Facebook: https://www.facebook.com/burgbob
Instagram: https://www.instagram.com/realbobburg/?hl=en
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