A service culture is a true competitive asset. Not necessarily in the accounting definition, but a form of human potential. A toxic culture and negative customer experience can be a liability for any business. Leaders must be intentional about establishing a service culture. Often times when I speak with new clients, I encounter several slogans and good intentions to turn a company culture around. Continue reading 6 Ways to Establish a Winning Customer Service Culture – Tal Shnall
This is a quote by renowned writer and leadership training guru Dale Carnegie, which a lot of people might recognize. Dale understood that feeling genuinely appreciated lifts people up. For employees it makes them feel safe at the most basic level, which encourages them to put in their best work. Continue reading 30 Awesome Ways To Reward Employees & Boost Productivity
In business today, customer service has gone beyond being just another department, to becoming a very critical component in the relationship between a brand and its customers. Organizations that offer exceptional service are often leaders in their various markets. From Apple, to Southwest Airlines, to Four Seasons, to Zappos, to Amazon, to Disney. These brands all have one thing in common – a great service culture. Continue reading 7 Rewards Of A Great Customer Service Culture
Cumbersome approval processes make delivering great customer experiences an uphill task. When front line service reps are not empowered to resolve customer complaints, it results in longer processing time, impatient customers and frustrated employees who have to manage the customer. The longer it takes for the request to resolved, the poorer the experience becomes. Continue reading Steps To Empowering Your Front-line Service Team
In today’s world, existing products (and services) are constantly duplicated in varying formats by competing brands, and when innovative products/services are brought into the market, its only a matter of time before slightly varying versions are replicated. Sometimes these replicates are offered at an even lower price! This is the reason products and price are no longer strong competitive factors among companies in an industry as the two can easily be duplicated or matched.
Organizations all over the world now realize the importance of having satisfied customers who can refer more people to them, this begins with having a strong customer service culture with ideals and values that are known and understood by all employees.
Employee engagement is very important for every organization that hopes to make positive improvements on their customer satisfaction indices. Employees who are not passionate about their jobs, customers or an organization’s vision cannot deliver great service. The infographic below published by Provide Support® blog (here) illustrates reasons why you can’t afford to ignore employee engagement, and tips on how to better engage your customer service employees.
Employee engagement is the extent to which employees feel passionate about their jobs and are committed to an organization. An engaged employee is connected to the organization’s mission and is more likely to go the extra mile during the course of work.
A customer-centric company is more than a company that offers good customer service. Apple, Amazon, Ritz Carlton hotel, Jet blue airways and Zappos are prime examples of brands that are customer centric and have spent years creating a culture centred around the customer and their needs.
Continue reading Infographic: Six Mind Blowing Customer Centricity Statistics
A Radical New Model for Unleashing Your Company’s Potential
“What if a company did everything in its power to create a culture in which everyone – not just select “high potentials” – could overcome their own internal barriers to change and use errors and vulnerabilities as prime opportunities for personal and company growth?”