The rules of management are changing especially around the areas of customer service and customer experience delivery. Those that are slow to change will be at a clear disadvantage
Up until now control has been the number one tool for most managers. Managers have been using processes and procedures designed to control employee’s performance. This has given managers the ability to hold employees accountable and control performance uniformity.
In a customer focused culture a clear shift of power must take place if a consistent quality customer experience is going to be delivered. That doesn’t mean that processes and systems and accountability are thrown out the door. What it means is those processes and systems are developed and embraced to ensure a quality customer experience is consistently delivered.
Delivering a consistent quality customer experience is the result of a choice and that choice is made by the people delivering the experience. They have all the power. Everyday your people make choices that determine the experience your customers have with your organisation and the results of those choices directly impact your bottom line.
This choice just got more achievable with the introduction of a unique on-line customer experience development programme created by Chris Bell Managing Director of Customer Experiences a company specialising in the development of high quality employee and customer experiences www.customerexperiences.co.nz
When the main goal of an organisation is to deliver excellence across all customer touch points, procedures and process need to be flexible. The days of a business delivering a one size fits all model, have gone. Customers now want to accentuate their differences and are demanding a more individualised and tailored approach. This can only be delivered where high employee empowerment exists.
Creating a culture that invites, motivates and supports such performance is the way to deliver great customer experiences, experiences that then become the everyday behaviour throughout the organisation i.e. “the way we do things around here”.
Gaining commitment to a customer experience strategy and ensuring total engagement happens is the result of this statement – “your people support what they create”. Your people develop the strategy with management. This approach ensures not only support and commitment but the on-going development of the experience to ensure it continues to surprise, excite and add real customer value, resulting in greater customer loyalty and advocacy.
What managers can do to enhance this process is provide the resource, leadership, support and ensure they have the right people on board and then step back and let them deliver the magic.
Customer Experiences is a NZ based organisations specialising in the developing of high quality customer experiences. For further information – contact Chris Bell Managing Director Customer Experiences Ltd email firstname.lastname@example.org www.customerexperiences.co.nz
mb 027 2792360