Like many other businesses, the market place for Rolyn is very competitive. In today’s business climate, delivering excellent operational services and cultivating relationships with your customers is a critical part of rising above the competition. A study on the state of customer experience done annually by Forrester Research, showed that 89% of consumers stopped doing business with companies after a bad customer experience, and began doing business with a competitor. In this digital age of social media and innovation, cultivating a customer centric way of doing business has never been more important.
In honor of the opening of our new Orlando Florida office, I thought I would draw on the knowledge of Walt Disney, who seemed to know a thing or two about customer service. Walt said, “Do what you do so well that they will want to see it again and bring their friends.” With customer expectations rising, now more than ever, creating the love between your company and your customers is critical. Great customer service drives customer loyalty, which in turn leads to repeat business.
What are some ways to provide positive customer experiences before, during, and after your service?
- -Generate a Customer Experience Culture: A customer centric culture needs to start at the top of an organization. Amazon CEO, Jeff Bezos is known for never losing sight of customer focus. Ever since Amazon’s early days, Bezos has brought an empty chair into meetings to show the significance of customers having a seat that the table! As it relates to customer satisfaction, leadership must clearly communicate the overall direction, the key outcomes desired, and the methods that will help reach customer satisfaction driven outcomes.
- -Employees with Customer Focused Mindsets: Provide your employees with the proper training and tools to improve customer experience. This includes everything from turning your employees into brand ambassadors by having their own business cards, to training, to shared success bonuses, all with the understanding that good service will set us apart from the competition. Employees should strive to best their best foot forward and try to resolve any issues. Surveys show that happy customers who get their issue resolved tell 4 to 6 people about their experience.
- -Don’t Just Hear –but Listen to What Your Customers are Saying: Post job surveys help to gain an understanding of how your customers rate services. Create a simple and convenient feedback process to increase the response and the quality of feedback. A timely response to a customer comment, whether positive or negative, goes a long way. In today’s world of digital media, social listening is also a must -listen to what are customers saying about you and act on their feedback. Remember, an unhappy customer can share their opinion with the masses through social media and the web and negatively affect your business.
In today’s highly competitive landscape, your company must value your customers and understand that their satisfaction is going to be your biggest driver of success. Ultimately the success of a customer focused work culture will be result in an increased number of loyal customers, which in turn will lead to ultimate goals of profitability and growth.
2 The Disney organization takes customer relationship very seriously including having an annual Customer Experience Summit through their Disney Institute.
“Why Attend? Learn time-tested models for designing and delivering a superior customer service experience from one of the world’s most trusted
brands. Disney Institute Summits offer exclusive, insight-based methodology that empowers organizations, enables cultural transformation and helps
create lasting change.”
3 White House Office of Consumer Affairs