It’s everyone’s job. Not just marketing, not just sales, not just the call centre – everyone. A great customer experience starts with the culture of the company. And what is ‘culture’? Well, it’s the way we do things around here. What’s acceptable behaviour, and what’s not. And it’s important to customer experience because there is a direct correlation between the way people in a company treat each other, and the way they treat customers.
In fact, there’s a school of thought that says that customers aren’t the most important thing, your staff are. And I’m inclined to agree with this. When your business has a clear culture, and everyone loves coming to work, when your team knows what’s expected of them, when they know WHY you’re in business in the first place, then you have the foundation in place on which to build an excellent customer experience.
Read More