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One Thing EVERY Company Can Do To Improve Customer Experience

Posted by Tom Smith on Mon, Nov, 17, 2014 @ 12:11 PM

free wifi > customer experience

 

 

 

 

 

 

 

I just attended the Internet Summit (#isum14) at the Raleigh Convention Center.

 

I heard plenty of speakers sharing statistics about the growth of the internet, the growth of mobile and how to use the Internet to improve customer experience.

 

Ironically, internet access at the Raleigh Convention Center became limited as the attendance reached 2,000 people.

 

The one thing every business can do to improve the customer experience is to provide an always on, high-speed internet connection.

 

We're all using mobile devices, or laptops, to do business, research, stay in touch and stay informed.

 

By providing always-on, high-speed internet access, you're making your customers', and employees', lives simpler and easier.

 

Making customers' lives simpler and easier gives you a better chance of having a "customer for life."

 

Making your employees' lives simpler and easier gives you more empowered and engaged employees that are more likely to provide your customers an outstanding customer experience.

 

Conferences will have happier attendees.

 

Hotels will have happier guests.

 

Airlines/airports will have passengers that are able to get work done, or stay connected with their loved ones, even if their flight is delayed.

 

Restaurants and coffee shops will provide a valuable service to guests whether they're there on business or pleasure.

 

Businesses will ensure their clients, customers or guests are able to say connected while they're in their offices or stores.

 

How would high-speed internet access differentiate your business from your competition?

 

How would making your customers' lives simpler and easier change their impression of, and willingness to continuing doing business with, you?

 

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Tags: customers for life, customer experience, customer satisfaction, empower employees, customer retention, satisfied customers, customer centric, employee engagement, employee empowerment, customer service

Customer Journey: From Funnel to Circle

Posted by Tom Smith on Tue, Sep, 16, 2014 @ 10:09 AM

customer journey

 

 

 

 

 

 

 

 

McKinsey & Company noted the change in 2009. The customer journey is no longer a funnel, it's a circle.

 

The traditonal purchase funnel of: awarness, familiarity, consideration, purchase and loyalty has been made obsolete by the internet and social media.

 

In today's digitally driven marketplace, the customer journey is more like a circle with four phases: initial consideration, active evaluation, closure and post-purchase.

 

In order to provide customers and prospects with information of value, you need to know where they are in the journey and what information they want at that particular point in the journey.

 

Begin mapping the customer journey by understanding all of the places your customers go for information before they ever interact with you -- search engines, social media, reviews, other online channels.

 

Understand what information the customer is trying to get at each touchpoint and strive to provide some information of value at that touchpoint.

 

The more information of value you provide, the more awareness and trust you build with your prospective customer.

 

Engage with customers during the pre-shopping, decision-making process. Do what you can to simplify their life, save them time and make a confident, well-informed decision.

 

When mapping the customer journey, make sure you are able to indentify barriers to the purchase process.

 

If you're able to remove the barriers, you've just simplified the buying journey, and the customer's life.

 

I buy running shoes from an online retailer. I'm also a "VIP" so I can get discounts and free shipping. However, this site is unable to recognize my VIP membership so I always end up having to call them to order what I want. A major barrier.

 

So far, they've overcome the barrier by being available by telephone; however, at some point, I'll just buy from Zappos since they are the masters of providing an outstanding customer experience.

 

Don't forget to follow-up after the sale to ensure your customer is happy with their purchase and that your product or service is solving the problem your customer purchased it to solve.

 

This follow-up is critical to ensuring satisfaction, building loyalty, obtaining feedback and referrals -- online and in person.

 

Don't assume you know the customer journey. Once you've mapped it, share your perceived customer journey with a few of your best customers and get their insights on what they really do and where they experience barriers in the process.

 

What have you learned by mapping the customer journey?

 

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Tags: dialogue, loyalty, consumer insights, customer satisfaction, satisfied customers, customer journey, referrals

6 Steps to Enhance the Customer Experience (#cx)

Posted by Tom Smith on Tue, Jun, 24, 2014 @ 10:06 AM

Nordstrom Customer Experience

 

 

 

 

 

 

 

 

 

Great webinar by Robert Spector, author of The Nordstrom Way.

 

The Nordstrom organization chart differs from other companies in that customers are at the top, followed by sales and support, department managers, store managers, buyers, merchandise managers and, lastly, the Board of Directors.

 

There's a prominent statement in the Nordstrom annual report, "Good things happen when we let customers be our guide."

 

Robert provided six steps which Nordstrom follows to provide an outstanding customer experience:

 

  1. Tell your story. Who founded the company? What does the company stand for? Why was the company founded? How has the company overcome adversity? How has the company evolved? Where is your company today? Create a culture of storytelling that exemplify the vision, mission and values of the firm.

    Stories that exemplify the Nordstrom commitment to providing an outstanding customer experience include that fact that Nordstrom did refund a customer's money for a set of tires from a company that Nordstrom had bought event though they no longer sold tires.

    In addition, Nordstrom would happily sell one shoe to amputees at half of the price of the full pair since that person would provide Nordstrom with referrals and word-of-mouth advertising.

    Nordstrom employees pride themselves of providing real life examples of people going above and beyond to serve their customers.

  2. Hire with care. Hire people with a sense of customer service; willing to work hard; that are self-motivated; that are creative; that are team players; and, that are results-driven. "Hire a smile and train the skill."

    Encourage each member of the team to know their role in the team setting and drive home the importance of being a team player so they every member of the team has the opportunity to meet every customers' needs.

  3. Empower entrepreneurs to own the customer experience. Does empowerment exist in your firm? Are employees comfortable sharing their areas of concern or ideas for innovation? Does management stand behind the best judgment of its employees? Are your employees willing/allowed to go above and beyond their job description to enhance the customer experience?

    The Nordstrom employee handbook is a 3"x5" card with one rule, "Use good judgment in all situations." Implicit in this is to go above and beyond for every customer.

  4. Nuture your employees. Do your employees feel their work has greater meaning than just being a job? How does your company help employees develop their talents and enhance their personal growth? Are your employees trained to understand empathy and the impact it has on your customers? Instead of asking, "What can we sell customers?," ask, "What can we do to improve the customer experience?"

  5. Communications and teamwork. Do you honor and award team achievement? Does every member of your team share the unified purpose of satisfying the customer? Do your employees feel their work has greater meaning than just being a job? How does your company help employees develop their talent?

  6. The sale is never over. Know how the customer found your company and leverage that knowledge. Reward vendors and suppliers for loyalty. Sell relationships, not products. Train employees on ways to develop relationships with customers. Determine how you can make customers feel better about your firm in their moment of need.
Have customers for life by making a commitment to provide a consistently outstanding level of customer service.
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Tags: customer experience, customer satisfaction, customer retention, satisfied customers, customer centric, customer engagement

Empowered and Engaged Employees Accelerate Sales

Posted by Tom Smith on Mon, Mar, 10, 2014 @ 10:03 AM

empower employees to provide excellent customer service

 

 

 

 

 

 

 

 

Technology has been a great enabler of improved customer service allowing small teams to support large groups of B2B or B2C customers across a growing number of channels.

 

However, with all of the technology available on both the agent and customer side, the human touch is what reasonates with the customer, keeps them loyal and causes them to make an emotional connection to the brand.

 

CSRs show customers they care with the little things they do: having a polite demeanor, providing words of understanding and empathy, sending a handwritten note or providing an exceptional customer service effort on behalf of a customer.

 

I had an experience yesterday. I am on a long-term consulting engagement three hours from my home. I dropped my glasses and a lens popped out. I went to Google and found an eye care center betweeen my office and hotel. I stopped in to My Eye Dr (www.myeyedr.com) on Arrowood Road in Charlotte and they fixed my glasses at no charge. 

 

They didn't have to do that but they did and I've recognized them for doing so on their Facebook page and in this blog post. And, you better believe that's where I'd go if I had any eyecare needs while in Charlotte.

 

While customer engagement (#cx) center technology continues to evolve, the importance of the individual using it, and sometimes going above and beyond will make all the difference.

 

Four thoughts on empowering employees to provide a exceelent customer experience:

 

  1. Social CRM is now just CRM. Ensure your employees know what your customers are saying online and what their colleagues have said to customers in past interactions.

  2. Use big data to personalize all communications and interactions. The more you know about your customer, the better service you are able to provide and the better you can anticipate their needs and wants.

  3. Dive into your data to help identify needs, wants, product and service improvement opportunities.

  4. Remember, the human touch still trumps all. Your customer facing employees have a greater impact on customer satisfaction than anyone else in your firm.

Are you using data to empower your employees so they are able to provide an outstanding customer experience? 

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Tags: customer satisfaction, earn your customers trust, empower employees, customer retention, satisfied customers

6 Ways to Know Your Target to Accelerate Sales

Posted by Tom Smith on Thu, Feb, 27, 2014 @ 10:02 AM

know your target audience to accelerate sales

 

 

 

 

 

 

 

Great video case study from Tesco that proves the value of understanding your target audience (http://www.youtube.com/watch?v=fGaVFRzTTP4&feature=player_embedded).

 

I love the way Tesco leveraged a consumer insight to create an entirely new channel by which they could serve their customers.

 

Well known U.K. customer-service focused retailer, Tesco, entered the South Korea market and has been evolving their brand to gain share.

 

They changed the brand name from Tesco to Home Plus to compete more directly with market leader Home Mart.

 

They wanted to continue to gain share versus Home Mart but to do so without additional investment in brick and mortar stores.

 

Tesco learned that South Koreans are the second hardest working people in the world and they hate going grocery shopping once a week -- it's not considered a productive use of time.

 

Tesco decided to make it easier for South Koreans to shop by putting virtual stores in subway stations, and other locations frequented by South Koreans.

 

The virtual stores were exactly like the actual stores except all of the product displays were photos with QR codes on each product.

 

As such, while waiting for the subway, shoppers could scan the QR codes of the products they wanted, put them in their virtual shopping carts and have the products from their shopping carts delivered to their homes when they arrived home from work.

 

This gave the shoppers more time to relax and more time on the weekends.  It turned waiting time into shopping time and made the South Koreans more productive.

 

Tesco/Home Plus is now #1 in online sales and has gained share versus Home Mart in the off-line market.

 

What are the six ways to know your target customer?

  1. Basic characteristics -- demographics and psychographics

  2. Pains, problems and challenges

  3. Benefits they seek, how to simplify their life

  4. Why they buy from you, what makes you "different and better"

  5. Most common questions and objections

  6. Know who is NOT your target audience, do not try to be all things to all people

How can you make it easier for your customers and prospects to buy your product or service versus that of your competitor?

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Tags: accelerate sales, connecting emotionally with customers, satisfied customers, be relevant

2014 Retail Emotional Loyalty and Customer Engagement Leaders

Posted by Tom Smith on Mon, Feb, 17, 2014 @ 10:02 AM

emotional loyalty and customer engagement

 

 

 

 

 

 

 

 

The 18th annual 2014 Brand Keys Customer Loyalty Engagement Index (CLEI) has been published by Brand Keys.

 

The survey looks at emotional engagement expectations relevant to "brand buzz," "shopping experience," and "value for the dollar" as the strongest influences on consumer decision making and engagement with brands.

 

According to Brand Keys, meeting expectation for the category ideal correlates with brand engagement, purchase loyalty and sales.

 

Companies that are more emotionally-driven are likely to have higher expectations that grow faster while more rational categories have lower expectations and move more slowly.

 

This is vastly more complex than Net Promoter Score (NPS) which uses just one question, likelihood to recommend, to measure a company's performance through their customers' eyes. Like CLEI, there's also a strong positive correlation between a company's NPS score and it's financial performance.

 

Following are the emotional and engagement leaders for the 2014 retail category:

  1. Apparel -- Victoria's Secret = 81%

  2. Athletic Footwear -- Nike = 91%

  3. Department -- Macy's = 80%

  4. Discount -- Walmart = 93%

  5. Home Improvement -- Home Depot = 87%

  6. Natural Foods -- Whole Foods = 90%

  7. Online -- Amazon.com = 93%

  8. Price Clubs -- Sam's = 94%

  9. Sporting Goods -- Dick's = 83%

 

I find it interesting that Costco is behind Sam's even though Costco's 78% NPS score leads the retail industry.

 

I am not surprised that Zappos is number four behind Amazon.com since it falls consistently behind it's owner. However, I find Zappos delivers a far surperior customer experience. Zappo's will talk to you as a human being. Amazon will only correspond via automated, or impersonal, email.

 

Lastly, it is interesting that Trader Joe's is number three behind Whole Foods even though it leads the NPS grocery category with an NPS score of 63%

 

Granted CLEI and NPS are apples and oranges. It would be interesting to see if the financial performance of the high-performing CLEI companies is equal to or greater than high-performing NPS companies.

 

Regardless, differentiating your brand on customer service, providing an excellent customer experience (#cx) and delivering on your promise increases customer loyalty and engagement and is a smart business strategy and a great way to keep customers for life.

 

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Tags: customers for life, loyal customers, loyalty, satisfied customers, customer engagement

5 Ways to Deliver an Improved Customer Experience (#cx)

Posted by Tom Smith on Tue, Feb, 11, 2014 @ 10:02 AM

improved customer experience

 

 

 

 

 

 

 

 

 

 

Accenture's 2013 Global Consumer Pulse Research was recently published.

While companies are spending a lot, and talking about the importance of providing an improved customer experience, little progress is being made in understanding what customers want and need.

Companies are not making it easier for customers to do business with them.

This is likely a function of companies continuing to focus on revenue and their own products and services versus the needs of the customers.

51% of U.S. customers, and 66% of global customers, have switched providers because of poor experiences. In the U.S., these switches are typically among retailers, retail bank and cable and satellite providers.

Primary reasons for switching include:

  1. 91% are frustrated with having to contact a company multiple times for the same issue.
     
  2. 90% for being put on hold for a long time.
     
  3. 89% are tired of repeating their issues to several company reps.
     
  4. 85% switch because companies don't make it easy to do business with them.
     
  5. 84% are frustrated by companies that promise one thing and deliver another.
     
  6. 58% are concerned with inconsistent experiences across a provider's different channels.
I think we've all experienced these issues and have our own unique level of tolerance based on out past experience with the company.
DirecTV had earned my trust and referrals over 15 years. However, when they were unable to provide me with high definition service without even engaging with me to consider other options, all the equity they had built over 15 years was lost. 
Companies are generating and collecting a lot of data on their customers. They may have the analytical tools to glean tremendous insights into what customers need and want. However, all of this work, and more importantly its results, are not being seen by the customer.
Companies need to learn from every customer interaction and tailor future communications and interactions to make them more relevant and meaningful to customers.
I have written before about the need to have a dialog with your customers. Big data can provide a lot of analytics; however, at the end of the day, it can't tell you why a customer did, or did not, do something and what they were thinking at the time.
To this day, I'm not sure DirecTV knows why I'm not a customer. They're still sending me "win-back" mailers even though they left me in the lurch.
I have also written before on the need to have a system which allow you to collect all of the information you learn about the needs and wants of your customer, what they buy, their social media activity and all their CRM data. This information needs to be at the fingertips of every customer-facing employee so they can deliver a personalized interaction witht the customer.
Following are five specific ways you can deliver an improved customer experience:
  1. Deliver a more customized and tailored user experience. Let customers know you hear them, especially their compliants, and that you are addressing them. Actions speak louder than words. Use all of the data you are collecting and provide it to your customer-facing employees so they can provide a great customer experience.

  2. Create a seamless experince across all channels. Customers expect to receive the same level of excellent customer service whether they're in your store/office, on your website, on the phone, on email, on social media. Be prepared, and prepare your employees, to deliver an excellent experience across all these channels.

  3. Use technology to give customers access to your products and services when and where they want. Make it simple to do business with you -- anywhere, anytime. The easier you can make your customers' lives the more value you are providing them and the more equity you are building.

  4. Be mobile friendly. Make sure your website and email are optimized for mobile. This is frequently the first point of contact your prospect with have with your company and it's how 67% of your customers will open your emails. Ask customers about their mobile experience with your firm to understand what's working and what's not working for them.

  5. Engage customers on, and monitor, social media. This is a great way to know how customers really feel and what they're sharing with their friends and colleagues about you and your competition. Empower your employees to engage with customers on social media. 
The more ways and the more places you and your employees can engage customers, the better. Listen intensely to what they have to say.
If a customer complains, say thank you and then figure out how you will address the complaint. Let the customer know you heard them and what action is being taken.
Most importantly, do what you say you will do when you say you will do it. This will earn the customer's trust.
Be open to other suggestions from consumers. They know what they like and they don't like. Encourage them to share with you. If they don't, you won't know or won't be able to ask follow-up questions to get a better understanding.
What are you and your employees doing to improve your customers' experiences?
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Tags: consumer insights, dialog, empower employees, satisfied customers, customer satisfaction measurement and improvement, listen intensely, do what you say you'll do when you say you'

25 Ways to Get more Customers and Accelerate Sales

Posted by Tom Smith on Fri, Nov, 22, 2013 @ 06:11 AM

25 ways to get more customers

 

 

 

 

 

 

 

 

Thanks to ReachLocal and their presentation on "How To Identify Lead Leaks."

Prospects become customers through a three-step process: 1) discover; 2) contact; and, 3) choose.

Prospects discover you when they search, surf and socialize online and then click to visit your website.

Leads contact you when they like what they see on your website.

Customers choose you when you stand out with good, timely follow-up.

Ideally, all prospects become customers; however, we know that doesn't happen.  The key is to determine at which step you are losing leads, why and fix it so you can improve your prospects : leads : customer ratio.

Realize that a small change in converting prospects to leads can make a big impact on revenue.

With 1,500 visitors, if you increase the percent who contact you from 5 to 8% maintain 20% conversion to leads and 25% conversion of leads to clients, that 3 percentage point increase in people who contact you will result in a 50% increase in customers and profit.

Know the lifetime value of a customer to determine how much you should be investing to get a new customer.

Here are 25 ways to get more customers and more revenue:

  1. Cliam and optimize Google+ local -- it accounts for 35% of visits to local websites, Google listings plus organic search account for 58% of visits to local business websites, 59% of conusmers use Google every month to locate a good local business -- 31% every week.
  2. Claim and optimize business listings and review sites -- 50% of business owners have found incorrect information of their business listings, which causes consumer frustration.
  3. Include tracking phone numbers and website in offline ads so you'll know with certainty from where leads are coming.
  4. Advertise on all major search engines -- 35% of internet users use Bing or Yahoo to search online.
  5. Always bid on your company name -- this will ensure your competition does not redirect traffic.
  6. Optimize search campiagns -- identify local search terms, write better paid search ads, link to highly relevant landing pages, reallocate budget daily on keywords that get clicks and calls, consider enhanced campaigns.
  7. Set up and actively manage social media profiles and respond to questions -- 42% of consumers who contact a brand on social media expect a response within an hour.
  8. Create relevant content that gets you to the top of search results -- 75% of searchers don't scroll past page one of the search results.
  9. Actively request positive reviews from happy clients -- 90% of consumers reported that a positive review online influenced their decision to purchase.
  10. Use site retargeting to remind past website visitors about your business -- retargeting is an effective way to keep your business top of mind after they leave without signing up.
  11. Harness leads with a beautiful, simple, clean website -- 85% of consumers will leave a website if it's poorly designed.
  12. List call to action, clear value propositions, products and services -- 50% of potential sales are lost because customers can't find information they're looking for on a business' website.
  13. Place your phone number in the upper right corner so it's easy to see.
  14. Use landing pages to boost ad conversions.
  15. Make your site mobile friendly -- make it easy for contacts to call you from your mobile site, 61% of mobile searchers say click-to-call is the most important feature.
  16. Offer additional contact methods -- email forms, live chat, social channels -- people using live chat on their website have seen a 30% increase in leads.
  17. Answer your phone -- people calling want to talk to a real person who can help them.
  18. Call back new contact or leads within an hour -- 50% of consumers will choose to do business with the company that calls back first.
  19. Reply to web forms and emails within an hour -- or faster -- emailing a new contact within 20 minutes boosts conversion rates by 49%.
  20. Check to ensure all phone numbers, web forms and email addresses are accurate and active.
  21. Collect contact information and create a lead list.
  22. Listen to calls to coach and improve sales skills.
  23. Make a good impression on lead follow-up -- increase conversions by 30% when using follow-up emails.
  24. Nurture leads that aren't yet ready to book an appointment -- businesses that nurture their leads see up to 45% more ROI than those that don't.
  25. Track purchasing paths and ROI.
If you need help with any of this, please let me know.
Want to Accelerate Sales? Download the Free e-book

Tags: customer experience, dialog, customer satisfaction, be responsive, information of value, empower employees, satisfied customers

Outstanding Customer Experience Accelerates Revenue

Posted by Tom Smith on Tue, Aug, 20, 2013 @ 06:08 AM

Outstanding customer experience accelerates sales

 

I was disappointed, but not surprised, to see the following in the Executive Report on Customer Expereince.

My key takeaway was 75.9% of respondents rated the "Importance of the Customer Experience to the Organization" as a "high priority;" yet, the total average annual budget that will be spent on customer experience is only 11%. 

The survey was conducted with 146 customer management leader from companies of all sizes in 28 countries.

Companies still do not get the importance to providing an outstanding customer experience to, and keeping, the customers they have rather than spending significantly more on lead generation.

Satisfied customers will:

  • Spend more per visit
  • Spend more over their lifetime
  • Pay more for your product or service
  • Tell others about their positive experience
Non-customers, a.k.a. prospects, may, or may not ever spend a dime with you.
The old saying, "a bird in the hand is worth two in the bush" apparently doesn't apply to marketing.
Other key findings from the study:
  • Most survey participants agreed that the definition of the customer experience should include all interactions with the organization, from both the lifetime and transactional perspectives.
  • A clear majority of respondents believe the customer experience cycle begins when the organization communicates with customers and prospects via marketing and promotional materials. A promising handful understand the cycle to begin when the customer first becomes aware of its products and services, no matter the method of awareness.
  • Despite the fact that in a majority of organizations, the executive suite is involved in defining the organization’s customer experience, fewer than half have a member of the executive suite dedicated to focusing on customer experience and/or related programs.
  • In those organizations that have identified customer experience priorities within their industries, customer service and ease of doing business were the leading two priorities.
  • Functional roles in a concerning number of organizations do not have at least a passing familiarity with how customer feedback around preferences and priorities is collected, possibly revealing a lack of organizationwide communication on customer experience programs and strategies.
  • Many businesses do not have a consistent customer experience across all channels (including telephone, email, chat, social media and Web self-service, among others) and touchpoints (from awareness to loyalty), and they do not have a plan in place to remedy the inconsistency or do not have confidence in their current remedial plans.
  • Although the research identified that customers are not having a consistent experience across all customer touchpoints, at least a few organizations are beginning to take steps to understand where and why the inconsistency exists.
  • New channels, such as self-service and social media, and nuanced approaches to customer touchpoints will increase complexity for organizations, particularly in the contact center and customer service operations. This growing complexity should be evaluated when planning growth and expansion to ensure that fundamental delivery and improvement of the customer experience is not hindered.
My overarching takeaway is that the c-suite is still concerned about driving quarterly numbers and associates this with "new money" rather than the value of lifetime relationships with customers.

I would bet that most c-level executives agree with the Pareto Principle that 80% of their revenue comes from 20% of their customers.

Have they looked to see how much of that revenue is from existing versus new customers?

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Tags: outstanding customer experience, customer satisfaction, accelerate sales, customer retention, satisfied customers

Are You Providing an Outstanding Customer Experience?

Posted by Tom Smith on Fri, Aug, 09, 2013 @ 06:08 AM

provide an outstanding customer experience

 

Over the course of my career, I've worked with more than 80 clients and companies in 18 different vertical industries.

My goal in working with each was to identify their strategic positioning -- the long-term positive differentiation of their product service or brand.

I also attempted to identify the vision, mission and values of the firm; however, many clients did not share my believe of the importance of these three core fundamentals of the brand and would forego any discussion of these items.

Vision, mission, values and strategic positioning are still important underpinnings of the marketing of any product or service.  They must be inculcated into your brand, lived by leadership and understood and reinforced by every member of the team, especially, at every consumer touch point.

This is even more important today, because the customer experience is more important.

Your customer-facing employees need to understand, and enthusiastically reinforce, your vision, mission, values and strategic positioning in order to deliver a consistent and outstanding customer experience that will keep customers coming back, buying more and telling their friends about you.

That is how mom and pop retailers survive versus Wal-Mart, it's why Southwest is more profitable than any other airline, it's why Apple keeps selling products and services at premium prices.

Nordstrom's just armed their sales staff with 6,000 mobile point-of-sale devices so customers can buy what they want without standing at the register waiting for the sales person to ring them up.

If you provide a superior customer service, people won't be price shopping you.  They'll be coming to you because they know you provide the best value (a.k.a., customer experience) for the money.

Additionally, if you provide your customers with an outstanding customer experience, they're likely to go home and tell their friends about it and shre it on their social network.

What are you and your company doing to provide an outstanding customer experience?

Do you know how your customers would define an outstanding customer experience?

I can assure you there are as many different answers as you have customers.  Just ask them.

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Tags: outstanding customer experience, connecting emotionally with customers, satisfied customers, raving fans, empowered employees