210: The Power of Customer Experience Action Statements

The Customer Experience Action Statement

Summary

In this episode of the Customer Service Revolution podcast, John DiJulius discusses the importance of the Customer Experience Action Statement and its role in transforming organizational culture. He explains how this statement serves as a guiding principle for employees in their interactions with customers, emphasizing the need for actionable and measurable goals. The conversation delves into the structure of the statement, the three pillars that support it, and provides examples from various organizations. John also highlights the significance of sustaining the action statement over time and the role of kindness in enhancing customer experiences.

Takeaways

• The Customer Experience Action Statement is crucial for employee engagement.
• It should be actionable and measurable for effective implementation.
• The three pillars of the action statement are expertise, human interaction, and above and beyond service.
• Creating a customer experience action statement involves collaboration and clarity.
• Sustaining the action statement requires ongoing training and reminders.
• Kindness plays a vital role in customer interactions and overall experience.
• Companies should focus on making every moment matter for their customers.
• The action statement should be visible to employees but not advertised to customers.
• Regularly refreshing the action statement keeps it top of mind for employees.
• Customer experience is a continuous journey, not a one-time initiative.

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