Here we are, at the fresh start of another fast-moving year. If you’re like most business leaders, you’ve set audacious growth goals and you’re doing everything in your power to stay one step ahead of industry disruptors. At times like these, it’s easy to get hyper focused on technology: what’s new, what works, and what’s worth the investment of your time, attention, and money?
Don’t get me wrong, cutting edge tech is critical to staying competitive. But the greatest investment you can make is in the human part of the equation.
Here are five habits that I’ve noticed every great customer-centric business follows, including us, here at Skybridge Americas. Take a look and consider how these habits can help you become more customer-centric.
1. Get People Talking, Internally: Foster Collaboration
Some of the most powerful ideas and consequential insights are born when teams rally around a shared goal – and then share their observations, challenges, and new ideas with each other. Get your employees into the habit of collaborating by creating the times and spaces for them to do so. Start with brief but highly structured meetings that focus on a single customer need or challenge. Lead with enthusiasm, encourage openness, and recognize every contribution. Over time, you’ll notice the collaborative spirit spill out of those meetings, into the hallway, across emails and calls, and into every communication with your customers.
2. Constantly Communicate CX Performance, Improvements, and Challenges
You want to prove to your customers that you’re serious about serving them well and continuously earning their business. The surest way to demonstrate that commitment is to make sure all of your employees – especially your customer care team – is kept in the loop on CX goals and progress. This is not about sending a monthly newsletter. It’s about living and breathing the core messages across multiple communication channels. From team meetings, to posters on the wall, to group texts and emails, your customer care team should see a consistent focus on the customer, and brand new updates on progress.
3. Celebrate and Reward the Good Stuff
Set individual and team goals around improving your culture of customer-centricity and CX performance. That means going above and beyond CSAT scores and considering rewards programs for meaningful, productive efforts. Keep in mind, in addition to material or financial rewards, a solid dose of good, old-fashioned recognition goes a long way toward driving higher performance, retaining your best performers, and profoundly improving your entire corporate culture.
4. Be Willing to Change Internal Processes.
Something that always worked might not work anymore. You know that already. But when is the last time you took a cold, hard look at how you take care of your customers? I’m talking about every step along the way. Are you really operating in the most customer-centric – and employee-centric way? Ask your customers where things disconnect or disappoint. And ask your customer care employees, too. Then ask yourself, what if we tore that process apart and built a new one? Doesn’t mean you have to follow through. But too often, we don’t even ask ourselves the question.
5. Sit in the Hot Seat.
You’re asking your customer care agents to deliver the highest quality customer experience. You’re asking them to truly listen, truly care, truly engage, and absolutely deliver. But – are you listening, caring, engaging, and delivering all the tools, process, and support for your employees? You can’t really answer that question unless you’re willing to walk in their shoes – or sit in their chair – every so often. If that sounds time consuming or incredibly painful, I get it. But if you want to understand what works and want to earn the respect and appreciation of your front line customer care team, you’ll do it. It’s worth it. I promise.
At Skybridge Americas, we are focused on delivering a superior experience to every customer, on every call. If you’d like to know more about how we can help you reach your 2020 goals, please reach out. We would love to talk!
Senior Vice President, Sales and Marketing
Find out how Skybridge Americas can help you delight your customers and grow your business.
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