There’s an undeniable link between employee experience and customer experience. "Take care of associates and they'll take care of your customers.” Marriott, Former Chairman, Board Marriott International You need to put it into practice, so ask whether your frontline employees understand it, and identify ways to help them get closer to your customers because, ultimately, they’re the ones talking to them every day so the better you equip them, the better they can deliver on expectations. You may send out many surveys, conduct research and have customer personas that give you deep insights into who they are. “How you think about your customer influences how you respond to them.” Marilyn Suttle, Customer Service Speaker and Consultant How does your team implement processes and best practices that ensure the right actions happen each and every time? 4. This quote highlights that ‘practice makes perfect’ and can be applied to organizations and teams that want to perform at their best every time. Excellence, therefore, is not an act but a habit.”Īristotle remains one of the greatest minds on what makes us human. Customers are aware of and treated according to the company values, which also will trickle down to the products and services. Leaders are responsible for the livelihoods of their employees, and they can act with core values that their employees and customers will respect.Īt an employee level, this might look like removing practices that might inhibit employees from acting in good conscience or extending their care arrangements. The companies that are most admired are growing with their values and are choosing how they will grow and how they will not grow.” “Customer experience to me is leadership bravery. Jeanne Bliss, author of Chief Customer 2.0 And it’s so important to live this point as good CX delivers real business results. One of the key points Bruce makes about CX is that an organization’s customer experience is a reflection of its own culture and operating processes. “The customers that have had a good CX experience are much more likely to recommend the company, forgive the company if it makes a mistake, trust the company and try new offerings.” Bruce Temkin, Head of the Qualtrics XM Institute Get our 2021 Customer Experience reading list 1. We’ve collated the key insights from inspirational leaders in their field, so you can motivate your workplace and team. Take these 25 customer service quotes to your next meeting to help inspire you and your team to take your customer service program to the next level.Ĭustomer service is fundamental to delivering a great experience.
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