Customer Experience Bliss: Beat Ignorance w/ Initiative
by Kate Nasser |
When customers contact us it is because they lack something — information, products, services, remedies, and so forth. It’s the lack that drives the inquiry.
When they face employees’ lack of knowledge, it leaves them a bit frustrated. Ignorance is not customer bliss.
When customers face lack of initiative and employee apathy, it is the end of their hope for bliss.
Inaction means no chance for the ultimate customer experience. Moreover, customers interpret this lack of initiative as disregard for them.
When ignorance and lack of initiative converge like this, the bill of sale appears as:
(1) Package of Ignorance – $0.00
(1) Earful of I Don’t Know – $0.00
(1) Apathetic I Don’t Care – $0.00
Total Due ——————–> $0.00
The forecast for success is dim!
Beat Ignorance With Initiative & Create Customer Bliss
When I work with companies on delivering the ultimate customer experience, we identify where lack of knowledge and lack of initiative converge to ruin customer experience:
- On teams that have limited access to information. In this age of e-commerce and social media, blocking employees’ access to information can have the unexpected result of lowering their initiative. They stay in the silo you create.
- With leaders who focus on blame rather than accountability. Why would employees take the risk of showing initiative if blame is around every corner? Give them access to information, ownership of the challenges, and opportunities to learn!
- Where managers micro-manage every aspect of customer experience. Micro-managing tells the employees you don’t trust them. It touts your ability and diminishes theirs. It gives them many easy places and reasons to avoid showing initiative.
Instead, if you engage their ideas you spark their initiative to create customer bliss. Let them own the queue in a contact center, involve them in assessing new tools, have them analyze the customer feedback and create improvements.
- With leaders who fail to address bad attitudes and lack of performance. Highly pessimistic team members and employees who coast are initiative killers. Frank conversations with them on what is expected is the just the first step. Show initiative and take action to remove them from the team if they don’t change their ways. Don’t let these negative forces ruin the can-do attitudes and great customer experience.
- When high performers are not team players. Creating blissful customer experiences requires teamwork. When high performers won’t share information or work with other team members, they kill the team’s ability to perform. Leaders often reward these team members for their individual performance and simultaneously damage team initiative.
These are the most common places where initiative suffers. Where else in your organization do you find lack of initiative keeping you from delivering the ultimate customer experience?
The search for initiative is worth the effort for it rescues all from the power of ignorance.
Initiative creates memorable experiences that bring customers back to you — as it cares for them and builds their trust in your brand.
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
Related Post: 4 Best Steps to Engage Employees’ Initiative
©2012 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.