While there are many ways to create positive emotions to fuel brand trust, loyalty, and referrals, customer satisfaction starts with employees first. When employees are genuinely happy, it transfers to customers regardless of industry or location in the world. I know this first hand having worked at Global companies for over 20 years and from interviewing people during my business and personal travels. There are few individuals that stand out from my recent trip as they reinforce what I always say: People make the difference and serve as a brand differentiator.
Stacy’s Article Published in Forbes Nov 2019.
We’re human beings, which means mistakes are inevitable. What employees (the face of your company) do when errors occur affects customer trust and loyalty. For example, Continue Reading →
10 Authentic Ways To Thank Employees:
- Send hand-written thank-you notes. Recognize employees for delighting customers.
- Send newsletters to each department. Personalize messages. No “cookie-cutter” approach.
- Invite teams to an Executive meal based on NPS scores and positive customer feedback.
- Publicize awesome work. Brag about individuals & teams on the company website.
- Enable people to recognize each other. Gamify experiences. Tie prizes to customer value.
- Send cake and balloons to top-performing sales offices and those with Y/Y improvements.
- Buy lunch for people resolving customer issues daily i.e. call center reps.
- Create a CEO video message thanking employees for creating customer promoters.
- Offer a bonus or day off to those who routinely demonstrate customer excellence.
- Feed employees and show up. My employer, Schindler Elevator Corporation, demonstrated this perfectly. Company Executives literally served happiness at employee Thanksgiving lunch in the cafeteria. (See my Linkedin for photos)
culture starts with you! appreciate employees at all levels
“69% of employees work harder when they feel appreciated. 79% feel motivated when recognized.” (Work.com). See more statistics in the infographic below. Given the facts, why don’t Executives and Managers thank their employees more frequently? One study reveals that “51% of workers are recognized once a quarter.” I’ve been in organizations where it’s more like once per year. I’m challenging everyone to change that. Culture starts at the top but requires bottom-up actions too.
Doing CX Right Reminders:
- Small acts of kindness go a long way. “People may forget what you said or did, but never forget how you made them feel.” Maya Angelou
- Employees are your heroes. If they don’t feel important, your customers will feel it.
- Don’t wait for formal end of year reviews. If you’re not appreciating employees throughout the year, your competitors will. They’re searching for great talent.
- Don’t overthink it. Thank employees everywhere i.e. meetings, cafeteria, parking lot.
- Be empathetic and sincere. Employees know when managers are “checking a box.”
- Get more ideas from my other article: 14 Ways To Celebrate CX Day
How do YOU build a customer-centric culture? Please comment below and join conversations on my Twitter, Instagram and LinkedIn pages. Let’s keep the conversations going to humanize experiences and maximize happiness everywhere.
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How do you engage customer-facing employees to deliver customer excellence every day? I had the opportunity to join Mary Drumond on the “Voices Of CX“ podcast to discuss proven techniques to build a customer-centric culture, and why it’s important for business success. Achieving customer excellence doesn’t happen overnight or by accident. It requires ongoing practice and execution of best practices, which you’ll learn from our conversation.
I’m constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee engagement. Whether I am at my day job or on vacation, my CX hat is on. I pay attention to everything, including how employees communicate with customers as well as how employees interact with one another. My recent trip was no different when visiting The Lodge At Woodloch with my family. I could write a book about my Woodloch experience, however, there’s a specific CX example that impressed me the most. Continue Reading →