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3 STEPS THAT TURN EMPLOYEES INTO CUSTOMER EXPERIENCE SUPERHEROES

May 9, 2018

Stop and think of the best customer experience you have had recently- the over-the-top experience that stayed with you.

What do you remember about the experience? Was it the excellent food, the new item you bought or a delivery that went smoothly?

The data tells the story:

  • 70% of buying experiences are based solely on how the customer feels they are being treated
  • 73% become loyal to a company based on a friendly staff and great service

and my favorite:

  • 80% of companies believe they deliver superior customer service…but only 8% of customers said they agree.

It (almost) always comes down to a person. An employee that uses their super powers to provide a memorable customer experience. That intangible feeling that leaves us with a desire for more.

What makes some employees super heroes? Some have the golden touch, but a stand out customer-centric, do-whatever-it-takes attitude doesn’t happen in a vacuum: it comes from companies that train, respect, trust and empower their employees.

Empowered employees are those employees who never  utter those detested words “I will have to call a manager” or “please hold while I find someone who can help you” or “I am so sorry for your inconvenience” which is often the prelude to a migraine- mine! Employees who are allowed to make decisions even if that means making mistakes. As the CEO of Bonobos states:”Empowered to take care of customers in the moment.”

THE POWER OF TIME

I was online at a store, waiting to pay for a skirt. There was only one cashier and the person she was helping was arguing over a return. I asked another clerk if they could open a 2nd register, to be told that only the manager could authorize it and she, of course, was on a break. I put down my item as did 4 people behind me.

Empower to take care of customers in the moment: Imagine if this store had empowered their staff to check out their customers on their cell phone or a tablet. She could have walked over to the line and checked out those of us with 1-2 items, while we were waiting. Shorter lines for people with more items, 5 more purchases and 5 happy customers.

Every business can turn their team into customer experience super heroes. It takes a little imagination, a lot of determination and 3 simple steps:

3 STEPS TO EMPOWER YOUR HIDDEN SUPERHEROES:

[Read more…] about 3 STEPS THAT TURN EMPLOYEES INTO CUSTOMER EXPERIENCE SUPERHEROES

Filed Under: Uncategorized Tagged With: #customerexperience, #customerexperiencesuperhero, customer experience

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