WOW Customer Experience
Great teams aren’t driven by targets, they’re driven by who they serve: their customers.
Here are four tips for fostering customer obsession in your team culture.
They all help to create a “wow” customer experience.
1/ In sales: be truly helpful, not salesy
• Seek to understand the customer
• Base pricing and agreements on transparency and trust
• Offer free, quick advice even if they won’t buy
2/ In customer support, create maximum clarity
• Communicate boundaries before applying them
• Offer a quick human reaction to support tickets, not just an auto-reply
• Consider a “call first” policy: call the customer before replying to any ticket
3/ Last Customer Standing
Imagine you had only one customer left and all your future business must come from them, through repeat purchases and referrals. If they leave, you go bankrupt.
How would you treat this customer?
4/ Random Acts of Kindness
We need strong processes AND unscripted presence.
Show that you care. Seek to help.
Small, unexpected gestures can have a big emotional impact.
Check out my new book
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My new book outlines a practical approach to building teams that excel because of — not despite — their humanity. It explains how to create a workplace that that fuels personal growth in service of the company’s mission and creates purpose-driven leaders focused on positive impact.