building customer loyalty, Christina McMenemy, customer experience, customer journey, customer management, customer satisfaction, customer service, Gaylord Opryland, gaylord opryland resort, kudos, magical moment, resort staff, social media, taking the time, Wow
building customer loyalty, Business, customer experience, customer journey, customer management, customer satisfaction, customer service, Disney, Flavio Martins, Walt Disney, Walt Disney Company, Win the customer, Wow
- Do what you do so well they want to come back and bring their friends.-Walt Disney
- To Disney, a 1% increased in customer loyalty, translates into millions in revenue each year
- Every detail of the encounter sends a message to the customer. Phone calls, emails, live chat, even Web sites speak to customers.
- At Disney, every team member knows, studies, and understands the behaviors, mannerisms, terms, and values that are specific to his or her job function.
appréciation, aviation, customer, customer journey, customer management, customer satisfaction, employee appreciation, Flavio Martins, good customer service experience, mccarran airport, southwest airlines, southwest service, transportation, Wow
brand, brand ambassadors, brand culture, brand promise, building customer loyalty, customer experience, customer experience strategy, customer journey, customer management, customer satisfaction, customer service, customers, employee engagement, employees, Forbes, human resources, Kare Anderson, leadership, marketing
- “Employees rank higher in public trust than a firm’s PR department, CEO, or Founder,” according to Edelman
- “Customer engagement must start with employee engagement,” notes Steve Farnsworth.
- Paul Maxin, Global Resourcing Director of Unilever says, “Ensure brand authenticity: don’t promise externally what you can’t deliver internally.”
- Your employees not only influence the views and behaviors of those with whom they interact but others as far as two more interactions away from them.
building customer loyalty, customer experience, customer experience strategy, customer journey, customer management, customer satisfaction, customer service, customers, direct marketing news, loyalty, marketing, Sarah Shearman, social media
- Customer listening is imperative; it will amplify customers’ satisfaction or dissatisfaction with the customer experience.
- “I always recommend [that companies] focus much more on a sustainable and systemic approach, where you’re actually treating customers in a way that they want to be loyal, rather than a points program where you’re trapping them in to a relationship,” says Andrew McInnes, director of product marketing at customer service and experience solutions firm Allegiance.
- Asking customers for feedback like Healthy Directions does is imperative, but “listening” to their input through external channels has become unavoidable for companies due to the growth of social media.
- Listening to complaints and compliments on social media gives marketers another source of feedback that they can analyze to give a wider perspective on customer experience.
- Ignoring the voice of the customer is no longer an option for marketers who are charged with building customer loyalty.
business process, customer, customer experience, customer journey, customer management, customer satisfaction, customer service, first impressions, five senses, last impression, necessary improvements, Wow
Customer Experience is simply the complete journey that the customer will live within your company. Is it that simple? No, not really. Customer experience includes several steps and each one of them needs to be Wow!So what are these steps? How do you recognize and identify them? To ask yourself these questions is the first stage in the process of understanding the customer experience in your company and how to improve it. Here are some queues to start this process, always put yourself in your customer’s shoes. It is important to live every step through your customers’ eyes.
1) Begin by doing research, as they would, about your company on the internet. What do they find? What do people say? What expectations are created just by what they find on the internet and what they see on your website? 2) Go on site and use your five senses. What do you see? Is it attractive, welcoming, inviting and clean? Are the employees attentive and smiling? What does it smell like? Is it an inviting and comforting scent? What do you hear? Is it a nice atmosphere in line with your company’s vision? In regards to touch, often connected to cleanliness, is it according to your expectations? What does it taste like, if this applies to your business, is it excellent?
3) How was the first impression, in both the physical aspect and with the employees? And how was the last impression?
4) How was the interaction with the employees? Was it pleasant and sincere? Did you feel understood and appreciated? Were the employees able to answer all your questions?Once you have gone through this process, you will be capable of understanding if the expectations of your customers, and this even before they walk through the door, have been fulfilled or even better, we hope, were exceeded. Unfortunately, only 3 % of companies take time to do this process, to analyze it and to make the necessary improvements quickly, and this, several times a year. Why is this not more frequent? The customer is your bread and butter; he is your reason for being! Do you not think it is time to reset the priorities on the experience of YOUR customers in order to ensure the continual growth of your company?
Too often we hear customers say “companies take us for granted, we are only a number “. This kind of comment stands out every time neglect happens in one of the steps mentioned above. Imagine if they are all neglected? Now that my friends hurts the bottom line!Take the time to do this for your customers, and please, if you do take the time to analyse this process, ensure you make the necessary follow-ups and improvements. Otherwise, you are wasting your time. And trust me; in our day and age, there is no time to waste!
Take action, make it happen, it’s worth it 🙂Alexandra Vachon