How to Deliver Exceptional Customer Experiences
Originally published: 25/11/2019 15:37
Publication number: ELQ-64887-1
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How to Deliver Exceptional Customer Experiences

The customer experience is your brand, since that is what customers remember and communicate to others. Advance this now

Introduction

Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver exceptional experiences to their customers. The result, according to an often-quoted Gallup survey, is 70 percent of workers not fully engaged, and poor customer experiences.


The customer experience is really your brand, since that is what customers remember and communicate to others, rather than your marketing. Thus the real challenge in building your brand is building the level of engagement and delivery of your team. Gregg Lederman, in his classic book, “ENGAGED!: Outbehave Your Competition to Create Customers for Life,” offers eight key principles for defining and managing the experience to keep it consistent and profitable:

  • Step n°1 |

    Keep every employee on stage, delivering an experience.

    At work, all team members (everyone who gets paid for doing a job at the company) are on stage responsible for delivering a branded experience to coworkers and customers. They have to out-behave and outperform your competition. Is your team performing like they are on Broadway?

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  • Step n°2 |

    Keep your team happy to create engaged customers.

    An unhappy team member can’t create an engaged customer. Yet less than half of the people working today claim to be satisfied and happy at work. How many of your employees would say that what they think, what they say and what they do are in harmony? Money does not buy engagement.

    How to Deliver Exceptional Customer Experiences image
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