Here is another great article of how you can start making the customer experience in your company more personal. Don’t be afraid of being unique! Let your employees use their creativity to create magical moments. They will surprise you 😉
Here are some great take aways from this article:
Add passion into each customer-representative discussion, since passion is the one which truly sells.
To be able to provide a customized experience for each of your customers you have to know them better.
A constant Internet presence can be a powerful ally in connecting to your customers.
Anyone can try to guess their clients’ needs, but no one can know them for sure until they receive direct feedback.
People enjoy talking to a real human being, and not to an automated software machine.
Here is a great article relating how important customer experience is in order to be successful. Disney has been around for a very long time and they continue to be successful because they understand the importance of customer experience and customer loyalty.
Here are some key highlights from the article:
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.
Every week I make a point of sharing with you a great customer experience story. We do not hear enough about the good ones, that needs to change. There are customer service employees whom are really great at what they do and it is important to say thank you and share these feel good stories.
This week, I share with you a story shared by Flavio Martins and his experience with Southwest Airlines. Kudos to Larry, Rumi, Helen, and Veronica of the Southwest team at McCarran Airport in Las Vegas, for not only taking the time to help a large group of people rebook their flights but also for ensuring communication and providing solutions. Southwest Airlines should be proud to have you on their team. Keep up the good work!
Thank you Flavio for taking the time to share your positive experience!
Have a great weekend everyone 🙂
Today I share with you a great article on the Golden rules to motivate your service teams. You will notice that training is one of these rules, but as mentioned, if you follow all these steps, you will give your customer service teams the treatment they want and need to stay motivated in the quest for great customer service.http://winthecustomer.com/rules-motivate-customer-service/
Enjoy and have a wonderful weekend!