Regardless of your organization’s industry or the sector it serves, AMAZING CUSTOMER EXPERIENCES don’t start at the time of the transaction by employees who happen to wake up on the right side of the bed that morning. AMAZING CUSTOMER EXPERIENCES start at the top of the organization with the leadership and then down through the entire organization, its functions and its stakeholders through: corporate culture, employee ambassadors, processes, sales and customer service training, strategic marketing, branding and much, much more.
Amazing Customer Experiences means ensuring that your story/mission gets authentically shared and executed from the top of your organization across and down through the ranks, and out into the streets where your customer will hear, see, and experience exactly what you stand for. In other words, you want to be sure that who you say you are, what you say you can do, and what you actually do, are all aligned and consistent because that’s what creates AMAZING CUSTOMER EXPERIENCES.
Questions To Ask Yourself
Are you, the CEO setting the direction and the tone of the culture, so that your staff at all levels and roles are united by inspiration and the desire to make a difference?
Is the leadership of the organization continuously and authentically sharing the stories that support the mission?
Are all of your employees able to deliver the right stories at the right time, in order to build authentic engagement with the customer?
Does your organization have guidelines in place to foster positive behaviours that support the story/mission?
Does your organization have processes, practices and training in place to ensure that the stories seep through every seam of the organization and into the market place where the visual brand matches the brand experience? If you have answered no to any of these questions then it’s quite possible that your organization has a link missing in the chain of events that must take place in order to deliver on your brand’s promise of value, quality, service and commitment.
Designing AMAZING Customer Experiences