Pleasing clients is a no-brainer in any economy. Exceeding client expectations in a bad economy can make the difference in whether you win the next job.
If you desire to create great customer experience, then you must understand the Six Principles of Customer Experience and use the five tips to go above and beyond to win a client for life.
So What?
The idea at work...Here are the 6 principles that must be understood so to influence the customer experience outcome.
Principle #1 - Every Action Creates a Personal Reaction
Experiences are in the eye of the beholder. An experience can be good for one person and bad for another.
Principle #2 - People are instinctively Self-Centered
Everyone looks at the world through their own frame of reference. The challenge here, is that employees often have a completely different perspective than customers.
Principle #3 - Customer Familiarity Breeds Alignment
Given that most employees want their company to better serve customers, a clear view of what customers need, want and dislike can help align decisions and actions.
Principle #4 - Unengaged Employees Don't Create Engaged Cusomers
If an organisation wants to sustain great customer experience, then its employees must be bought into the vision of the company and must be aligned with its vision, otherwise the execution effort will be problematic.
Principle #5 - Employees Do What is Measured, Incented, and Celebrated
Employees conform to the environment they are in - the metrics that are tracked, the activities that are rewarded, and the actions that are celebrated drive how employees behave.
Principle #6 - You Can't Fake It
Employees can sense when a customer experience is not a top priority with the organisation's leaders. Customers can also tell when the organisation isn't committed.
"Nothing sells and nothing satisfies employees and customers like a culture of service excellence." - George Sawiris
Now What?
The idea at work...Here are 5 tips to do better or differently next time to improve customer experience.
1. Beat the deadline.
Getting work done ahead of time gives the client flexibility and demonstrates you are efficient and customer focused. When agreeing to a deadline, choose one you know you can beat.
2. Ask proactive questions.
Clients appreciate it when you act as a thought partner and demonstrate your concern for the process and its result.
3. Know when to defer.
Deference is important, but too much of it positions you as hired help. Inspire confidence by acting collegial and proving yourself to be a competent expert, not a lackey.
4. Give feedback.
Every process can be improved, and you are in a unique position to provide feedback. If the circumstances are right, tactfully and respectfully give thoughtful and constructive criticism.
5. Be prepared for those difficult conversations.
Create and cultivate an environment where your customers can have an open dialogue around high-stakes, emotional, or risky topics at all levels of your organisation. By learning how to speak and be heard, you’ll begin to surface the best ideas, make the highest-quality decisions, and act on your decisions with unity and commitment.
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by George Sawiris AFAMI - December 2021
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