Jul 31, 2017 • #tips-advice
Most organisations have recognised that becoming more customer-centric is essential to remain competitive in today’s marketplace. What they often fail to realise is that creating a sustainable and impressive customer experience program has to start with your employees. If your team members are not being looked after, it will be next to impossible to ask them to buy-in to genuine customer service delivery, much less an end to end customer experience program.
Financial incentives only go so far, especially when it comes to genuine customer service, and often lead to superficial service quality, ready to sour at the first sign of customer dissatisfaction, which we all know is a key touch point in itself. There are a multitude of resources online with details on how to review and improve your employee experience to drive satisfaction and engagement, and what works for us may not work for you. What we will elaborate on are some of the results, from our own experience as a debt recovery agency, honoured to be entrusted to look after our client’s own customers:
So, before you set out on weaving customer-centricity into your strategy, the place to start is with your employees. Look after them.
growing sustainable partnerships for people & planet
reminda respectfully acknowledges the Darug and Guringai peoples, the traditional custodians of the land on which we work, and recognise their continuing connection to land, water and community. We pay respect to Elders past, present and emerging.
CFMG PTY LIMITED • ABN 96 003 241 389
CAPI Licence 411563924 • ACDBA Code of Practice