Six essential ways to influence customer experience through your people.
What’s it like doing business with your team? Do your customers come away feeling confident in your organisation and happy with the service they received? Contemplate for a moment the extent to which certain members of your team influence the quality of those experiences.
The simple reality is customer experience is directly tied to the depth of talent your team offers and ultimately how they choose to behave. No matter how capable your people are, if they behave badly, your customers are unlikely to return.
Among the most important steps you can take to bring your customer experience vision to life through the attitudes and behaviours of the people on your team include the following.
Karen Gately, founder, Ryan Gately and author of “The Corporate Dojo: Driving extraordinary results through spirited people”