Interactions: Building Customer Loyalty
It is not about the results
Too many customer-facing employees are convinced that customers will be happy and loyal if they get the results they were hoping for from doing business with them. This is so not true.
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**2017 Customer Experience Training by The DiJulius Group
Creating Customer loyalty is in the experiential interactions
Customer loyalty is created by the numerous micro experiences the customer has with a brand. When a patient tries to check in and the receptionists finish their conversation with each other before they provide an unenthusiastic greeting. Or how the waiter makes you feel rushed and aware that you are one of ten tables he is serving. Or the multitude of steps it takes you to place your order, and the degree of difficulty from making changes to your order after it has been placed to getting a human on the phone. Every customer-facing employees needs to be focused on how they can provide a positive experience on EVERY interaction, whether it is face-to-face, click-to-click, or ear-to-ear. They need to Carpe Momento – Seize the Moment. Your Service Aptitude training needs to teach them how to do that. Some excellent examples are The Five E’s and FORD. Who really is your customer?
What is the CX Executive Online Academy? It’s what you have been asking for and it begins January 2017, an online course that mirrors the Customer eXperience Executive Academy. |