Is Customer Experience Drowning In A Sea Of Indifference?
On this edition of Business Connections Live Steve Hyland asks Gerry Brown, The Customer Lifeguard – Is Customer Experience Drowning In A Sea Of Indifference? – Keeping it Afloat in an Ocean of Lip Service.
Head-line grabbing, customer service nightmares, featuring the likes of BA, United Airlines, Southern Rail, various banks and utility companies continue unabated. These stories often come complete with lame, poorly timed, insincere executive statements and hard to believe PR excuses. This suggests that, at best, many companies are indifferent to, or at worst, simply don’t care about, their customers.
Getting customer experience right and keeping customers happy, is not that easy, but neither is it a task of Herculean proportions, when done intelligently, authentically and inclusively. To successfully engage employees, provide customers with an outstanding experience and create a high performance culture, businesses need to be fully aligned, with strong internal & external communication to be able to overcome the challenges that come with daily business life.
These are key elements in developing Organizational Engagement that is more than just lip service or a hastily contrived tactical shotgun marriage between departments. Companies that fail to do this typically have negative customer outcomes, increased attrition, endless internal finger pointing, severe reputational damage and disappointing financial results.
Gerry Brown introduced us to the Four Principles of Customer Experience earlier this year. He will dig deeper into these principles to address the major shortcomings that have led to many of these customer incidents landing, expanding and compounding already bad customer experiences. Gerry Brown aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses who are leaking revenue to save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy.
On this edition of Business Connections Live, Gerry will explain:
- What customers want more than anything else when things go wrong
- Why the biggest challenge to effective communication is the fear of litigation
- What senior level commitment really means to customer experience success
- The value of empowering employees to make it personal and let them be themselves
- How strong Organizational Engagement is more than the sum of the parts
- Why a close knit corporate community operating with agility, flexibility & adaptability can trump dumb rules and arcane policies
Learn the business fundamentals on how your business can achieve:
- Establishing an open and inclusive communications network to provide real time updates on any and all issues affecting customers and colleagues
- The creation of a corporate culture that pays more than lip service to customer centricity and builds long term, profitable customer relationships and strong employee performance
- How to ditch the scripts, act naturally and put the responsibility for great customer experience back in the hands of your best people
- An environment where employees are continuously provided the right information at the right time and the encouragement to take affirmative action and not be constricted by policies and procedures
- How a top down – bottom up customer experience philosophy can gain acceptance, enhance commitment, and increase the contribution, of all employees
