- Good customer service creates loyalty, generates customer retention and ultimately brings in revenue.
- Customers relate your resolve and decision-making ability to their overall impression of the company, and that can have a lasting impact.
- A service-centered culture begins with a leadership team committed to a philosophy that advocates exceptional service and employees who are deeply dedicated to fulfilling that promise.
- Travaillez avec vos employés pour identifier leurs deux plus grands talents et aidez-les à les utiliser dans les projets sur lesquels ils travaillent.
- Passez du temps avec vos employés pour comprendre les choses (autres que l’argent) qui les satisfont au travail.
- Soulignez les réussites de vos employés et aidez-les à mettre à profit leurs succès.
- Les employés ont besoin de savoir que leurs efforts pour la compagnie sont reconnus.
- Sans idée claire de ce qu’ils doivent faire pour avancer ou réussir, les gens se démotivent rapidement.
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.
appréciation, building customer loyalty, customer experience, customer management, customer satisfaction, customer service, customers, employee engagement, human beings, human resources, leadership, loyalty, Wow
Your employees and your customers have needs. As human beings, we all need to be recognized and appreciated. The more you do this, not only will you create a positive environment, but you will ensure that they are happy and in return they will give you their loyalty.Over 65% of employees confirm that they have left a job due to the lack of appreciation on the part of the employer.
It is therefore important to take action and make a difference for your employees. When you take the time to recognize them, to say thank you, please be specific. Give specific details, it has much more impact than a simple thank you. Employees like to hear that they have contributed to the success of the company because of an action they did. Wow what a great way to show your appreciation!
It is also important to give your employees clear goals; ambiguities create discomfort and anxiety. By giving them guidelines and explaining your expectations accurately, it allows them to know how to achieve these objectives. Surprisingly, most of them aim to exceed them. If they manage to surpass them, it would be a great opportunity to recognize them 😉The more your employees are happy and in a positive environment, the more they will feel like giving and transmitting this experience to your customers. Your customers, in return, will talk about and recommend your company. Your customers and employees will become your best ambassadors. Everyone one wins; your customers, your employees and you, would that be wonderful?
Many companies say they understand this and do it, but when you take the time to see what happens in each department, we quickly realize that only a minority of the department heads do this. Your role as a leader is to make sure that appreciation and recognition is a common practice in each department. Show the example by doing the same towards your managers and department heads. The domino effect is quite powerful!
I could talk about this for hours, but I will keep some for next time 😉
Go ahead, get out of your comfort zone, it will pay off in the end!
Have a great week,Alexandra Vachon