Here are three important ways you can improve your customer's experience - and they all involve the proper deployment of your people!
1. Acknowledge that all employees play a key role in bringing your brand to life. Successful branding is not just a marketing or sales function. It is an essential role for EVERY employee. Make sure all everyone in your organization understands what your business stands for and how they can contribute to the achievement of that goal.
2. Audit your internal communications to ensure they are consistent with your brand identity and promise. Branding isn't a one-time event, it should be part of an on-going campaign for customers, and employees, as well. Invest time in consistently promoting your brand internally and empower employees to act on it. This includes meetings, written memos, staff gatherings, etc.
3. Regularly solicit opinions from your employees on new and better ways to deliver your brand promises. Because employees often are the first line of communication to the customer, their input on how to improve processes can be insightful. Convene staff meetings, hold contests, be innovative in extracting ideas that can lead to improvement in the delivery of service to your clients.
Bottom line: Involve your employees, your key resources, to help you achieve exceptional customer service that translates to customers for life!
Source: The Gallop Blog