Make Your New Year’s Resolution To Lead The Revolution
Are you ready to stop TALKING about making your company’s Customer Experience your single biggest advantage and actually make 2020 the year you do it? Study after study shows irrefutable evidence that regardless of the industry, the best customer service companies have the following advantages over their competitors:
- Higher sales growth
- More profitable
- Have more brand loyalty
- More referrals
- Customers are less price sensitive
- Customers are more forgiving when something goes wrong
- Advertise less
- Affected less by economic conditions
- Higher employee engagement
- Higher employee morale
- Lower employee turnover
3 Steps To Make 2020 The Year You Lead The Customer Service Revolution
1. Take the Company Service Aptitude Level Test
Find out what your company’s current customer service level is. The DiJulius Group has created an incredibly powerful tool, called the Company Service Aptitude Level Test (C-SAT), which not only pinpoints the Service Aptitude Level of your organization but, even more importantly, lets management know where the strengths and opportunities are in order to get to the next level.
2. Utilize the X Commandments to Creating a World-Class Customer Experience Organization
The DiJulius Group’s consulting methodology is based on the X-Commandments to Providing a World-Class Customer Experience. This methodology is used by the best customer service organizations in every industry all over the world.
I. Service Vision
A clear purpose of why the business exists. First and foremost every organization that provides superior service has a strong Service Vision that creates a clear direction for everyone in that business. The true underlying purpose of what an organization brings to the community and why your Customers buy from you that they couldn’t get elsewhere. Check out Starbucks service vision creation.
II. Create a World-Class Internal Culture
Attract, hire, and retain only the people who have the service DNA. Creating a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization. Check out How Much Harm Can a Bad Culture Actually Cause?
III. Nonnegotiable Experiential Standards
Experiential standards everyone must follow. Have nonnegotiable experiential standards for each stage of the organization’s Customer experience cycle. These experiential standards allow employees to provide a consistent engaging experience that is unlike the majority of competitors. Employees must consistently execute each of these standards. Check out Customer Bill of Rights.
IV. Secret Service Systems
Utilizing Customer intelligence to personalize their experience, and engage and anticipate their needs. Create Secret Service systems that easily enable front-line employees to personalize the Customer’s experience by engaging them and anticipating and delivering on their needs. Having great standards is not enough, you now need to systemize those standards in order for them to be realistically delivered on a consistent basis. Check out What Is Secret Service and Why Is It Secret?
V. Training to Providing a World-Class Customer Experience
Systems and processes that remove variation and provide a consistent Customer experience. Create an incredible training program for all new and existing employees consisting of softskill training that increases their service aptitude, giving them the knowledge and tools to providing a world-class Customer experience. Check out The Importance To Being Brilliant At The Basics.
VI. Implementation & Execution
How to go from ideas on a paper to being consistently executed. A solid process that allows the realistic implementation of the Customer service initiatives and systems that are executed consistently by front-line employees. Check out Focusing Implementation & Execution.
VII. Zero Risk
Anticipating your service defects and having protocols in place to make it right. All employees must have full awareness of the potential common service defects that can arise at each stage of the Customer experience cycle and be trained and empowered to provide great service recovery when defects arise, so your company is known to be zero risk to deal with. Check out Anticipating your service defects and having protocols in place to make it right.
VIII. Above and Beyond Culture
Constant awareness and branding of how to be a hero. Create an awareness of the most common opportunities where employees can really deliver heroic service for the Customer that creates an above and beyond culture. Check out Create an Above & Beyond Culture.
IX. Measuring Your Customer’s Experience
What gets measured gets managed. Use a scientific method to measure your Customer’s experience and satisfaction, providing benchmarks for performance in each location/department. Check out Measuring Satisfaction Scores.
X. World-Class Leadership
Walking the talk. Every world-class Customer service organization is world-class to work for. It takes world-class leadership to provide the passion, inspiration, and discipline to all employees. Check out The #1 Skill A Great Leader Needs To Master
3. Groom Someone To Be Your CXO
The Chief Experience Officer (CXO) or Chief Customer Officer (COO) has been one of the fastest growing executive positions for the last decade. Regardless of your company’s size, someone in your organization has to be the Customer Experience Leader; the person in charge of the Customer Experience for the entire company. I am not talking about the Customer service reps or call center. Ideally that person should not be the President, CEO or owner, but someone who reports directly to him/her. Your company needs someone responsible for the experience, demonstrating senior-level executive sponsorship and commitment to the long-term strategy of dominating their industry by providing superior customer service.
Now Hiring People Who Don’t Suck!
Watch this one-minute video about John’s reaction to how one company used a very inappropriate sign to recruit new employees.
Quote of the Week
“Lead with a smile and earn a smile from everyone you talk to.”
Only 1 Spot Left for The 2020 Customer Xperience Executive Academy
The 2020 CXEA Class kicks off January 28th and we have ONE spot left. This is your last chance to register. The next class will not start until January 2021. The CXEA is a part-time, twelve-month course and has been designed to prepare CX executives for a new level of leadership to benefit the entire organization. The CXEA provides a comprehensive and authoritative view of the Customer and creates corporate and Customer strategy at the highest levels of the company to maximize Customer acquisition, retention, and profitability. As a student at The CXE Academy you will develop your ability to design and implement significant business changes that impact the Customer service delivered by your organization. Contact Claudia Today!