March 07, 2013 by Jeff James, Vice President & General Manager, Disney Institute
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?