During my, coaching sessions, team and leadership training workshops I often ask my clients this question. Do your customers know the difference between receiving customer service from your staff or customer experience? Does it really matter? Do they even care? Great questions to ask your business or organization as well.
The bottom line is as a business or organization, all you should be worried about is giving your customers a great experience that they like, deserve, paid for, remember, want to return to receive it again and to brag to others about regardless of if they know what to call it. Actually, it doesn’t really matter what they call it customer service or customer experience, as long as the outcomes are the same.
In other words, what is your promise message to your customers and do you deliver on that promise message consistently? Let’s look at the example of a promise message that Disney tries to deliver each and every day, hour and shift… “Make People Happy!” That is Disney’s promise message and when customers, (guests) come to the parks and resorts they always want to be made happy. They want to be delighted, satisfied and pleased.
In other words, if Disney is to keep that promise they must meet or exceed certain requirements or criteria in order to live up to the expectations of their promise message such as:
- Friendly and knowledgeable staff
- Attention to details, cleanliness and themed
- Excellent support and answers when things go wrong and short response time in handling a problem
- Simple easy convenient ways of doing business, less wait times and fast service
- Caring employees who can empathize with customers to understand and put themselves in the customer shoes of what they are going through.
Although every business is different the most important piece of carrying out your promise message is to make sure every leader and employee fully knows and understands what your purpose and customer experience is and they are all aligned to carry it out. It’s all about the outcome you want your customers to experience and say about you.
TEAM EXERCISE:
Here is an exercise that you can do with your leaders and team to assure that everyone is aware of your promise message and why it is important in delivering a great customer experience. Ask these questions:
- Describe what you think the team does. Make a list. “We deliver…”
- Who are we doing it for? The customers, employees, leaders, stockholders, community, etc. Make a list.
- Why are we doing what we do? Make a list.
- Why is that important? Make a list.
By answering these questions, your team and leaders will have a clearer understanding of what your promise message is and why it is important to the success of your business and organization. The next step is to implement and carry out the promise that you make to your customers, each and every day. I promise it will be “MAGICAL”!
If you are struggling with your existing promise message, would like some help in developing one, need assistance in getting your staff and leaders to buy into it as well as learn strategies to help your team be more engaged to implement and carry out your promise message, then contact me for a FREE Discovery Call. We will spend a few minutes diagnosing your business, promise message and the engagement level of your staff in delivering your promise message. We will then help you strategize with all players on your team or business to come up with specific ways and examples to implement and carry out your promise message.
Just click the link to schedule your FREE Discovery Call: https://go.oncehub.com/DiscoverySessionCall Do it today so that you will be able to carry out your promise message to your customers, increase business and employee engagement and never lose a customer again.
John Formica is America’s Customer Experience Coach, team culture expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty and Customer Experience. For information on customer experience evaluations and programs, leadership training, how to find and hire great people, affordable tailored training programs or to book John to speak at your next event, contact 704-965-4090 or visit our website at JohnFormica.com.