Aligning Your Customer Experience
Yesterday’s D’Think Chat
on Twitter emphasized the evolving role the customer experience, not just customer service (there is a difference), plays in creating and maintaining a brand’s image through a “people’s voice” style of marketing. That is, the word of mouth stories your customers will tell about their experience with your organization.
Once the importance of creating an exceptional, emotion-inducing experience is understood and a vision has been created, the question becomes, “How do I get my employees to align with the
customer experience strategy I envision?” Guest Host, customer
experience expert, and Disney Institute
facilitator, Stu Levine, shared
the importance of training and top-down buy in from leadership.
Echoing that same sentiment in a recent article
was Zappos’ Director of Customer Loyalty, Rob Siefker. “Good customer service has to start with the top; it cant just happen on its own. It needs to be who you are and not just a business strategy,” he said.
Share your opinion — How does the customer experience differ from customer service? How are you able to align employees with your vision for the customer experience?
Posted in Quality Service
Tagged Customer Service Techniques, Customer Experience Improvement, Leadership Skills, Customer Retention, Quality Service, Jeff James