Learn three essential processes to becoming a loyalty-leader in your market:
How to express what makes joining your company exciting, inspiring, and career-enhancing.
Which leadership traits and practices make the work climate fun, motivational, appreciative.
How to communicate your company’s purpose, direction and performance internally.
Encourage employees to volunteer with you and co-workers in community service projects.
Apply disciplined process to select employees, with rigorous orientation and onboarding.
Provide team communication standards with on-the job coaching to nurture respect and cooperation.
Create peer-recognition strategies to increase team cohesion, employee loyalty and retention.
BONUS Summary: Great Place to Work Assessment.
Learn the crucial differences between “good” and “bad” CX strategy.
Start listening to how customers feel about doing business with you, compared to competitors.
Key business performance improvements you expect from improving your customer experience.
Articulate a compelling vision for a memorable “branded experience.”
Define the few supporting pillars of customer experience that matter most.
Create experiential employee behaviors that are observable, measurable, and trainable.
Adjust compensation, career opportunities and recognition to drive execution of CX plans.
BONUS Self-Assessment – Leadership in Service-Based Organizations
Form a customer experience steering committee to assure buy-in of CX measurement methodology.
Collect CX ratings and customer comments in near-real-time for immediate service recovery and customer retention.
Analyze customer feedback to establish a baseline of current customer perception.
Engage team members by reporting actionable information within their control; show progress.
Prove how customer experience improvements correlate with business success metrics.
Create a compelling company CX scorecard to focus attention, clarify thinking, drive action.
Follow a Plan, Act, Measure, Learn process; make improvements over time; be in perpetual beta.