We’ve already talked about the importance of customer experience (CX) to the success of your business.
Without a good CX strategy, your customers will drop off quickly.
To recap, here are some ways you can improve your customer experience strategy:
- We’ve already talked about the importance of customer experience (CX) to the success of your business.
- With a good CX strategy, your customers will drop off quickly.
- To recap, here are some ways you can improve your customer experience strategy
All of these elements are important. However, without the right company culture, none of them may work.
You see, your company culture has a significant impact on your ability to deliver a positive customer experience.
So, how do you build your company culture in a way that improves customer experience? That’s exactly what we’ll cover today!
Hire Rockstar Employees
Rockstar employees immediately add to the company culture and improve your ability to deliver great customer service. These employees will understand the importance of great customer service and put in the work to make it happen.
That’s because these types of employees will be invested in the success of the business. They won’t just be clocking in and clocking out, stepping into the office to get their paycheck. They’ll be trying to make a positive impact on the business from the start.
But you’re probably wondering, “That sounds great, but how do I find and hire these rock stars?”
Here are a few tips:
- Get social at networking events and meetup groups
- Fine-tune your company vision and culture so that high quality employees will be more willing to jump on board
- Pay your employees competitive salaries
- Know the “rock star signs” like effective communication skills, strong integrity, and a results-driven mindset
Train Employees With Customer Service in Mind
Your employee training program should focus on teaching employees the core values of your business, as well as showing them the company culture.
Zappos does an excellent job of this. They take new employees through a 2 week training program where they identify how the employees demonstrate the core values of Zappos. For employees that feel like they don’t fit the culture, they’re offered $2000 to leave with all expenses paid.
The result? All employees that stick around are dedicated to a positive company culture.
Encourage Socialization Among Your Team
When employees have good relationships with each other, it helps build a robust and successful team. It also makes them more engaged in the workplace, and better prepared to create relationships with customers.
Here are are some ways to encourage socialization among your team:
- Host out-of-the-office retreats
- Play a sport (perhaps a little weekend basketball or softball)
- Organize hiking/biking/skiing trips
Provide Employees With the Right Tools and Resources
Zappos does a great job with this one too!
Not only do they provide a full-time life coach to mentor employees and help them stay active, but they also provide the tools necessary to provide an excellent experience for customers.
For example, they’re authorized to send bouquets of flowers to unhappy customers, issue full refunds, and more.
What tools can you provide to your employees to help them provide a better customer experience?
If you’re not sure, consider asking your team what tools they need to make their work more efficient and easier.
Conclusion
Without the right company culture, your CX strategies are bound to fail. The key is to build your business culture in a way that makes it easy to deliver a great customer experience.
To do that, you should follow the strategies we’ve outlined here. That way, both your company culture and customer experience will be top of the line.