There are a lot of things that impact customer experience—employee engagement, the online customer journey, the in-store atmosphere, and more. One area that is often overlooked but that has a tremendous impact on customer experience is leadership development.
https://www.forbes.com/sites/blakemorgan/2018/04/03/how-leadership-development-impacts-customer-experience/
Things have changed, big-time. Businesses that have maintained an above-average American Customer Satisfaction Index (ASCI) in their industry for the ten years between 2004 and 2014, have delivered 400% the returns to shareholders as those with average scores (McKinsey, Putting customer experience at the heart of next-generation operating models). In the last decade, through the Great Recession, mastery in customer experience has delivered a CAGR of 15%.
The shock factor is huge here, because it teaches us that customer experience has become the new master. Satisfy your customers, and grow rich. This is radically different than what business schools taught twenty years ago. Customer experience has always been a survey, an afterthought, a checkbox. Now it is your primary profit generator.
https://customerthink.com/customer-experience-is-either-everybodys-business-or-nobodys-business/
87% of organisations cite employee engagement as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline. One of the most tried and tested means employed by organisations to measure employee engagement is an employee survey. I have found different figures quoted by others as to the number of companies who run employee surveys. Survey usage ranges from a low of 66% of companies to a whopping 92% of companies. Whatever figure is correct, a lot of organisations are using employee surveys to gauge their relationship with their employees. The idea being that these surveys will produce data findings that can be interpreted into insight that in turn will lead to improvement actions.
https://customerthink.com/what-hr-could-learn-from-customer-experience-a-people-insight-and-analytics-approach/
Customers today value their experience with a company a lot more than the product or service. Helpscout quotes McKinsey in their blog saying: 70% of buying experiences are based on how the customer feels they are being treated. It also ascertains that in 2011, 86% of consumers quit doing business with a company because of a bad customer experience.
https://customerthink.com/how-to-create-an-experience-that-customers-would-love-to-pay-a-premium-for/
Consumers want personalized experiences and today’s competitive brands are scrambling to deliver. They’re tapping artificial intelligence (AI) capabilities for data-driven insights to improve customer interactions. But it’s not just about tech; the ability to deliver a seamless customer journey depends on a more personal connection. Consider calling a customer service line for help with an important lost package—no robot can replace an agent’s empathy in that stressful situation. Striking the balance between technology-based efficiencies and the human element is tricky , and many organizations struggle to get it right.
https://www.martechadvisor.com/articles/customer-experience/empowering-employees-to-provide-a-superior-customer-experience-in-2018/
What runs through your mind when you read a positive review of one of your competitors? Is it anger, jealousy, or a drive to surpass the customer experience that they provide? I’m sure you would welcome their customers with open arms! However, for them to even think about giving you their business you need to be able to learn your competitor’s customer experience and take it to the next level in every aspect for your customers. After all why would a customer demote the experience that they get for the sake of a lower price or a slightly differentiated product?
http://customerthink.com/8-things-your-competitor-can-teach-you-about-customer-experience/
As men and women in business, you’ve probably been told to separate your emotions from the job that you do. However, no matter how hard you may try, it’s impossible to fully separate yourself from those feelings of anger, excitement, sadness, or sympathy. These emotions influence every decision you make, good or bad, implicitly or explicitly. After all, you’re only human. So own these emotions.
Recognize them, manage them, and understand them, whether they belong to you or to someone else. Know when emotions can be advantageous to your business and client relationships and know when they can be detrimental.
https://customerthink.com/improve-your-customer-experience-understanding-emotions-in-the-workplace/
Investing in your employees’ knowledge and happiness are sure pointers that can lead to improved business outcomes. To achieve this, the relationship between business owners and the customers they serve must be properly cemented and built on trust. This is where your employees come into play, as they are the ones who play the role of connector between customers and your business. However, to get them to play this role effectively, it is imperative that you adequately train and equip your staff so that they are able to engage and create experiences that eventually lead to customer loyalty.
https://www.hospitalitynet.org/opinion/4086198.html/
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