Putting People First

Positive Customer Experiences Don’t Happen by Accident

Written by Jerry Brown, Chief Executive Officer
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Customer Experience 1I received a testimonial yesterday.

That's not unusual. We're fortunate to receive hundreds each year.

But this testimonial was special.

It wasn’t from a client, partner, prospect or vendor. In fact, it wasn’t from someone we’ve ever worked with.

It was from a man who called us by mistake. That’s right: a wrong number.

But, it turns out, he had such a positive experience with the person who answered our phone that he was compelled to let me know about it. He wrote the following.

“I actually called by accident. Your number is one digit different from another company I was reaching out to. But, when I got off the line with Courtney, I went to your website and read the intro about the importance of making a positive impact during EVERY interaction. It very much hit home because I’d just had that experience with Courtney. It’s been three hours and I still feel the positive vibe she puts out. I want to commend your organization and her sincerely. Nice, genuine people seem to be in short supply these days.”

His email made me smile with gratitude.

As CEO of MadAveGroup, one of my primary responsibilities is to “protect our culture.” And nothing has a greater effect on that culture than the people we employ and our commitment to creating positive customer experiences.

Pull Quote 4ABuilding that type of environment doesn't happen by accident. Ideally, it's organic and begins with an authentic desire to serve people, but it must always be encouraged and nurtured.

It can be grown, too. For instance, you can use ongoing training to teach employees how to actively create positive experiences for your customers.

Do you provide the tools or incentives to create great interactions? Do your team members know they have the power to make things right with angry customers on the spot? Do you talk about proactively looking for opportunities to wow your clients?

And most importantly, do you follow specific hiring procedures that improve the chances of your new recruits fitting into your positive experience culture?

How would your customers describe their experiences with your organization?

The success of your company depends on their answers.

Read 162 times Last modified on Sunday, 10 February 2019 15:13