Be Different or be dead

April 22, 2013

Amazing customer experiences can happen by doing these simple things

Source: Unsplash

How do you create a customer experience that blows a customer away and can’t be boxed?

Amazing customer experiences can happen by doing these simple things.

It can’t be time-bound. It can’t be created with an employee trying to get a customer on and off the phone in 20 seconds or less.

It can’t be engineered or architected. It can’t be manufactured from a blueprint. It doesn’t come from a can.

A magic moment is created when someone ‘puts in the time’ with another person, showing caring and thoughtful behavior.

It’s created through a process of listening, asking questions and responding with a serving attitude.

The spellbound customer experience cannot be managed with efficiency in mind.

This is how to create a customer experience with magic moments:

▪️Remove time restrictions on people who deal with customers. Let them take as much time as they need to serve them well and deliver the magic.

▪️Establish loyalty- building outcomes as the prime objective of any customer contact not how long it takes to unload a customer.

▪️Redefine how you use ‘work force management’ to manage your call center. These are useful tools to diagnose problems and issues but they shouldn’t be used to drive behavior of the call center rep.

▪️Hire employees with a proven track record of taking care of others. You can teach them your business but you can’t teach them to be customer experience moment magicians.

▪️Empower people to do the right thing for a customer, not enforce organizational rules and policies that do nothing but piss them off.

▪️Encourage the surprise element in your customer service strategy. What can be done to surprise a customer in a moment?

▪️Recognize and reward moment magicians. Make a big deal of treating them as heroes.

▪️Talk to customers. Mechanized touch points are limiting in their ability to create magic. They are designed to minimize engagement time and simply cannot replicate the experience humans can create for other humans.

The customer experience riddled with magic moments will propel your organization to the top because your customers will never leave you.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 4.22.13 at 06:29 am by Roy Osing
• Permalink