Customer experience and exceptional customer service begin with the various points of connection and points of potential within your organization. To maximize this experience begins by walking in the shoes of your customers. Learn why your business should not be only relying just on those secret shoppers to ensure high performance.
Does your business use secret shoppers? This is not a bad strategy to discover the missing points of connection within your customers’ experiences. However, this strategy does disengage the executive team from totally understanding what is happening within the business. Third party testimonials are good, but until your management team actually walks in the shoes of your customers they are missing incredible opportunities to maximize this experience.
Points of connection are anything your customers see, hear, touch, smell, taste or feel. Considering that many within your management team have work experience at different levels of the organization, they have the ability to see more than the average secret shopper does. From this insight, they can potentially see missed opportunities that can potentially build a much stronger customer experience.
Since points of connection are truly about people systems, your executive team must also look at operating systems. Secret shoppers can not go behind the scenes to survey these systems.
Operating systems includes processes; procedures, policies, positions, production, products & services and progress (time). These are the glue that binds the actions of the business together. Operating systems can enhance, diminish or even neutralize the points of connection.
By talking a walk through both points allows management to ensure alignment between both systems. And the added benefit is that through these viewpoints points of innovation can be determined.
If you truly want to work smarter and not harder, then the executive management team must physically walk in the shoes of their loyal customers to truly experience the results of all those business interactions.
Do you know how to walk in the shoes of your customers? Learn more about how to develop customer loyalty .
Are you seeking a motivational speaker for your next conference or sales meeting? Leanne can share her message of Building Raving Fans to Increase Sales with a Click of a Mouse. Give her a call at 219.759.5601
Leanne Hoagland-Smith, chief customer officer, helps organizations through business training coaching services to return to the purpose of business that being building ravings fans while increasing productivity and profitability. With offices in Chicago, Indianapolis and strategic partners nationwide, she can help you become the Red Jacket in the Sea of Gray Suits. Call 219.759.5601 to schedule a free business coaching consultation.