At some point, your business will suffer a failure that disappoints customers. Your apology and recovery – proving “We want you back” to your customers – is your opportunity to make amends. Your actions create a story about how you treat your customers. And customers will tell the story.
Would you want to read your company emails, packing slips and bills?You’ve defined the stages of the experience and the moments of truth that comprise all of the experience touch points. So, where are you with your communication to your customers?
Customer Loyalty Decision “Decide to Believe” – CustomInk decided to put uncensored customer reviews on their Web sites home page. They fearlessly listen to customers and that feedback fuels their growth.
Creating a Customer Culture starts with hiring. You’ve got to know your higher purpose in customers’ lives. You’ve got to know what you stand for. And you’ve got to know what type of environment you are creating.
Leaders in beloved companies don’t worry about hiring a great employee and having him leave in three months. Instead they worry about hiring a bad employee and having him stay for three years.
If someone doesn’t align with the company’s core beliefs and values, it will be very difficult for that person not only to develop effective relationships, but to deliver your “special blend of magic,” the personality stamp of your culture.
Can Your Frontline Rescue Customers? L.L. Bean’s guarantee puts power in the hands of their front line. It gives them freedom to think on their feet and offer options without putting the customer on hold or checking with a manager.
The best leaders in my life asked more questions than they gave answers. Too often we jump to prescribing. We feel we know what customers want. We believe we know the answers. But the real difference between an “everyday” company and a “beloved” company is how they answer questions. How they make decisions. It’s the intent and motivation that guides decision making that separates these companies from the rest.
What selfless acts tell your customers and employees about what matters to you on a personal level? Because CustomInk personally reviews every single order, they know what events their products are being printed for. The company saw so many shirts being created for charities that they decided to become personally invested in these causes…
Do You Confess to Customers When Something Happens?
Netflix, the DVD-by-mail subscription service, let all customers know that they were experiencing a technology glitch holding up requested DVD shipments. They didn’t wait for customers to notice. They were proactive in admitting the error, apologizing for it, and making up for it.
Because they communicated directly with customers, their decision and actions are fueling their growth. Ninety-three percent of existing subscribers say they “talk up” how great Netflix is to everyone they know.
Is Mutual Respect a core competency? Headsets.com is, according to Mike Faith, “dedicated to customer love.” Respect for customers is at the core of that love. The company is a success because of their ability to sustain service passion…
Umpqua Bank is part Internet café, part community center, and part bank. The coffee’s good and it’s not a bad place to sit and read a book.” By shedding old industry practices and warming up and humanizing the experience of banking, Umpqua draws customers to them.