More than 70% of what makes a customer experience great is the behavior of frontline employees. Great behavior doesn't happen without inspiration and accountability, and that requires a bottom-up approach—not the typical top-down corporate method. If your employees are enthusiastic promoters of your organization, the sentiment will resonate with your customers too.
● Make genuine human connections.
● Listen and communicate with empathy.
● Discover the real "job to be done" for customers and employees.
● Follow up to learn how to improve and resolve concerns.
● Give and receive feedback that builds people up.
● Inspire the team to share their best thinking and ideas.
● Run effective loyalty team huddles.
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There's a customer service disconnect between executive directives and frontline execution. While many executives talk about the importance of customer loyalty, there is a big disconnect between what CEO's are saying and what customers are feeling about their companies.