Customers of the World Database
Customer Experience stories from around the world
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It was great until
To suddenly cut off communication with a customer says one of two things – that either your front line employees are terrible with customers or that management doesn’t support the front line employees to do the right thing. Usually, it’s the second one.
Gatekeepers
Front line employees are usually the gatekeepers for a business. They are generally the face of the company, sometimes solely representing an organization.
At the core
The words and actions of employees become part of “who” an organization is and what it stands for.
New year, new _____?
What changed in 2020? Everything and nothing.
Who has the power?
When a customer calls into a customer service center, they are only calling because they have a problem and need assistance in solving it. They aren’t calling to ruin a staff person’s day and they aren’t calling to be a pain in the neck. They are calling because they need help.
We have fresh muffins today
There’s a difference between upselling and offering a customer additional options that might interest them. The difference is more than semantics; it’s about intention.
Compassion
In this year of upheaval, small acts of kindness and compassion stand out even more.
No matter how long it takes
The employees were more concerned about the customer’s project being done correctly that keeping score of how many times they had to tweak the paint color.
Big box store, individualized personalized attention
When one thinks about big box stores, we tend to think of slick corporate offices, employees who want you in and out as quickly as possible, pallets full of name brand inventory. Cold and impersonal efficiency.
Going out of their way
This is customer service.
You’re going the wrong way
Customer Experience has always been important for customer retention, but now health and safety has become a large portion of it.
Where customer retention begins
Do you sometimes believe your interactions with customers don’t impact your bottom line?
What? Where? Who?
The fault lies not with the employee, but with management who hasn’t empowered their staff to enforce protocols.
What’s my motivation for this scene?
What incentives are you directly or indirectly offering your front line staff?
You like me, right now, you like me!
It doesn’t take much to treat your customers with thoughtfulness creating a genuine human connection, but the payoff is huge.
Actions and consequences
How are you supporting your customers? How are you supporting your employees?
Secret Sauce
Is it the products? Is it the prices? Nope.
How much does customer loyalty cost?
This level of customer service, and subsequent customer satisfaction, comes from senior leadership empowering front line employees with the ability to make decisions like this. How are you empowering your front line employees?