Put simply, a great customer experience is one that matches the customer’s expectation. Your service promise tells customers what they can expect but, more importantly, it tells your frontline workers precisely what an awesome experience should look like.
An open secret known by all of humanity for thousands of years is that there is tremendous power in achieving small successes every day. This is how we start the motion of delivering on your customer promise.
Frontline staff deserve (yes, deserve — it’s a basic human right) to get feedback from the customers they serve, delivered fresh (same day is best), in a format that’s easy to digest and act upon immediately.
The next step is recognizing staff for hitting that mark. The core principle here is catching people doing things right.
The great Stoic philosopher Seneca said, “Don’t underestimate the value of a moderate effort consistently applied.” When you focus on improving one thing every day, over time you build mastery which the customer will appreciate as will the leaders in your business.
If you’re doing a good job on habits one through 5, you should be seeing healthy improvement on your key business metrics. Your frontline staff deserve to feel pretty chuffed about these results.
Chances are, someone on the frontline has the perfect solution to that customer problem you’ve been whiteboarding alone in the boardroom all afternoon.