A customer led approach enables the customer to be at the centre of the sales and service process, cycle and journey.
To deliver ‘next-level’ CX, it is critical to have the customer underpinning every sales or service activity – when this is achieved the customer is engaged, their expectations exceed .. they purchase.
Imagine, having your entire business ‘living and breathing’ your Customer Promise and Customer Service Principles – to do this they need to connect everything they do to the ‘why’, WIIFM, as a customer. Invest in this area, and the result will exceed all your expectations.
Locking down your Customer Promise, Service Principles and defining your customer journey; is fundamental to business growth, creating raving customer who not only keep coming back for me, they turn into your walking and talking billboard and are your biggest advocates; your team are so fully engaged in CX that they thrive exceeding customer expectations.
Customer relationships both internally and externally cannot replicated. When your customer experience principles are clear they can be lived and breathed so your customer is delighted!
It’s not what you say about your business – but what your customers say about it that counts. How do you think you’d rate?
Successful businesses realise that their only SUSTAINABLE and UNIQUE POINT OF DIFFERENCE is the service experience they offer their customers.
Imagine being so clear on your CX that you could some it up in 30 seconds! This can be done!
When your entire team are truly connected to the customer, they totally buy-into your Customer Promise you can provide next-level CX. The key being here though is working with you to define, what does next level CX mean to you.
Be 100% present with your customer. Truly being there, asking genuine questions and listening to understand their priorities, views and requirements means increased connection, empathy and puts you in the power seat to deliver great service.
Once you are skilled up and you understand your customer better, it is then time to tailor up your offering. Matching your products and services to exactly what they need. Do not product dump, tailor and differentiate!
Often once a sale is made the customer is often forgotten, you can differentiate yourself and stand out from the crowd when you have a comprehensive follow-up strategy. This discipline also opens the doors for testimonials and referrals.
If you have customer records take the time to record your interactions and next steps. These gives you an amazing platform to leverage, be proactive and deliver great experiences now and in the future.
Just like us customers work to different speeds. To ensure connection and delivery of the best experience we need to assess the speed the customer needs to be able to feel we have taken the time to listen, understand and resolve. Speed UP is about your voice, the speed you approach, walk with, the level of thinking space they need. Remember it is about them, not you!