Customer Experience: Customers & Us in Harmony | #CX #CustServ
by Kate Nasser |
As more executives and leaders consider customer experience as an economic driver, the one challenge they must overcome is internal company thinking.
If you look throughout the organization, ask “have we accustomed and trained the employees to think about the company, about the customer, or both?” Do our operations and processes account for both?
In my consulting work to these many of these executives, the void we are trying to fill to improve customer experience is harmonic thinking. Internal thinking misses the mark. Thinking only of the customer and not the company business goals has its risks. Addressing both breeds success.
From the top to the front line teams, there is one message all must live, think, and deliver on every day:
Customers & Us in Harmony!
Harmonizing company and customer interests continues to be the one constant in business success. It may sound old and hackneyed yet it’s now at the forefront as a competitive advantage in this new customer experience economy.
5 Most Telling Moments to Build Harmony With Customers
At the First Meeting.
Listening and collaborating during the first meeting lays a base for harmony with customers. This is your chance to show them you believe that customer focus makes good business sense.
During the First Impression of Your Products/Services.
This may not be during the first meeting and it deserves a special focus. During this moment, you are at risk of trying to impress customers with the worthiness of the products and services. It often comes across as one-sided and non-harmonic. When the customers expect you to listen and collaborate, build harmony rather than prowess.
When They Give Feedback.
Customers give feedback to be heard, to achieve different results, and/or to help you create a different customer experience going forward. Avoid responding to each feedback point with reasons why the current state exists. Instead, listen to their points, clarify if necessary, and then ask yourself, “how can we make this happen?”
How each of your employees reacts when hearing customer feedback is a telling moment for the company. It tells the customer what you truly care about — your company or them.
When They Have Changes in Leadership.
With business to business (B2B) activity, a change in customer leadership is a key moment to build harmony. Not only does it set you on a positive path with new leadership, it shows the company your true flexibility in handling changes. This speaks volumes about your long term value and reliability.
When They Have a Crisis.
There may be no greater bonding moment with a customer, than to deliver in harmony during a crisis. Can you work with them when they are very upset? Can you pull your diverse company teams together — in harmoony — to solve the customer’s crisis? In B2B, can you rally various teams in their company to find a solution to the crisis?
Solve a crisis and you become known as the go-to company because you eliminate risk in their minds. Gratitude, loyalty, and profits are your bonus!
What gets in the way of harmony between customers and us?
A strong focus on operations instead of meeting the customer’s needs. There’s a difference!
The need to be “right”. It stops collaboration. Strive to be excellent, not right.
Fear that harmony delivers less than singular thinking. It’s a feeling not a fact. Collaborate.
Customers who don’t believe that providers will work in harmony with them. Show them!
What else blocks harmony and great customer experience? What would you add to this list?
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading morale, employee engagement, leading change, 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.