Watch here or read below:
Congratulations on continuing to the five steps. You’re a student of the game and one of the few people who really want to know how to improve. Here are five steps of world-class customer experience:
1: Be a Customer
A good place to start is to be a customer of the things we sell. Ask yourself if you personally use the products your team is promoting and selling. If not, start there. BE a customer.
2: Watch What the Best Do
Pay attention. Read case studies. I look at some of the largest and best companies in the world, such as Zappos, Apple, Tesla, and Google. What are they doing to overdeliver?
3: Get Feedback
Talk to your customers. Create a customer review panel. No matter what your position is within the company, create a committee and ask your closest customers to give feedback. What did they like about what you did? What did they not like? How did you overdeliver? How did you underdeliver?
4: Find Ways to Overdeliver
How can we overdeliver and exceed our customers’ expectations this year? What are the little things we can do to make people leave conversations with our team members thinking, “Wow, that was great”?
5: Commit to Constant, Never-Ending Improvement
There’s no finish line to customer experience. As soon as we think we’re good enough, we’re going in the wrong direction. If we’re improving every day, asking what we can do better, and constantly making micro-adjustments, people all over the world will say that Southwestern Family of Companies is the best at customer experience. That’s what our brand will be known for, and that will be our theme of 2020.
Let’s go out and have an amazing year!