We’ve been hearing a lot over the past several years about the trend toward creating positive and compelling experiences for our customers. With great customer service considered an expected norm these days, proactive organizations are leaping beyond customer satisfaction to build loyalty and longevity, even evangelism, in their customer relationships. They do this by intentionally creating an overall experience that engages customers emotionally with their product, service or organization. Think Starbucks, IKEA or Disney.
However, great customer experiences cannot be separated from those who are responsible for creating them – our employees. What if we took three of the basic tenets of great customer experiences – messages, delivery modes and touch points – and applied them to the experiences we create for those who lead, manage and work within our organizations?
How can we be clear and intentional about:
- The important messages we want to communicate to our employees?
- The ways in which we effectively deliver those messages?
- The touch points – all those critical connection points – at which we communicate our key messages to our employees?
In future posts, we’ll explore each of these three tenets individually. In the meantime, I’m off to my local Borders to pick up a copy of the latest book from Gallup Press, which speaks to the interconnection of employee engagement and customer experience - Human Sigma.
[tags] customer experience, customer evangelism, leadership, engagement, communication, culture, touch points [/tags]
