The good news is that you and your business don’t really need a consultant or a new staff to enhance the customer experience you offer to patrons. The customer experience, for those who may question, is everything the customer goes through while interacting with your business. This begins with the first piece of media they see about you, and ends with your post-transaction follow up. This is a bottom up approach for using your existing staff as your customer experience team. It sounds complicated, but it’s probably the simplest and quickest way to effectively boost your brand culture. Read on to find out more!
There are three specific steps to building a customer experience team from your existing staff. First, you need to know where you stand with your customers, and there’s a slew of different ways to determine that. Second, you’ll need an outline of the experience you wish your customers to have. Once that’s done, you must then train your staff and implement your new techniques. Trust us, you can do this. Scroll down for more detail.
Customer Experience Team Step 1: Know Where You Stand.
Take a stroll in your customers shoes yourself, if you haven’t done so lately. Actually experience what they go through, and ask yourself what you would change as a consumer. That’s a good start as you begin to cultivate questions for a proper customer survey. Conducting a customer survey gives you a good starting point. It also allows you to ask customers to share elements of their ideal experience within your establishment, giving you incredible information to go straight off.
Your staff needs to act as an integral part through the whole process. Everything starts with them, from the person creating your media, to the first representative they interact with, to the person who takes their money. Ask them what areas of the operation need improvement, and take their suggestions seriously. Once you have a good stack of data to analyze, let yourself dream big. Envision the best possible customer experience, and plan to get there, including your staff from the very first moment.
Customer Experience Team Step 2: Know What You Want
After your data is analyzed, plan out exactly what you want your customer experience to include. This plan can have as much or as little detail as you deem necessary, but it’s best to err on the side of too much detail. Take time to consider all things involved, including the physical environment in which the customer experience will take place.
Think of the customer experience in terms of phases. For example, entry into establishment; waiting; point of sale; exit from establishment. Of course, this could change depending on your business operations and location, but the concept remains consistent. When you have phases determined, find the employees who will best serve customers during that time and group them into categories.
There categories of employees comprise your customer experience team. Each one is responsible for a different phase of the customer experience and, as such, will display different behaviors, attitudes and actions. When everything flows well, it’s time for implementation.
Customer Experience Team Step 3: Know How to Train
Okay, here is where your business might possibly need a consultant and, maybe, a new staff. However, training and communication are key to changing brand culture, and that’s what a customer experience is mostly about. Your best laid plan does nothing if your existing staff can’t actually transform into your customer experience team. In order to make the transition easy for them, invest a good amount in proper training and development.
For example, enhancing your customer experience might include a new set of scripts for customer interactions. Take time to practice these scripts with your staff. Doing so will impart the importance of the new expectation and demonstrate your commitment to it.
Showing your own commitment is the best way to use your existing staff as your customer experience team. If they don’t believe that you want to give your shared patrons the best possible experience, then they aren’t likely to jump on the band wagon with much enthusiasm. Plan your steps wisely, and make sure you put effort into the foundations of your business. Your staff of employees is the best way to enhance your customer’s experience, and you can do so using this bottom up approach.
Thanks for reading!