If that is not scary enough, consider the following.
I still believe organizations, their leaders and thus the front line lose sight over both the mission and the purpose of an organization, which is to create and delight customers.
This is especially compounded and exasperated if you are part of a publicly traded company where customers often are lost in the quest to create quarterly shareholder value.
Often times, I think this poor service is a direct result to the bad supervisory to front line relationships.
If we treat our people as if they are expendable resources, which is the opposite of treating them like celebrities and providing them rock star recognition, then how could we ever expect them to treat our customers like the most important person in the world?
Even if the organization gets their purpose, their leaders are enlightened and aligned it is still a challenge for a front line provider to create delight when dealing with the same issue 55 times a day
This is when it takes commitment and focus to understand that each interaction is an opportunity to create delight.
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I think I know…but would appreciate further insight.
As Co-Founder of Preferred Market Solutions, I have been helping small and medium businesses retain customers since 1997, through the use of loyalty programs. It’s not about rewarding and baiting customers, as many would suggest, but rather about giving the business a viable toolset to collect information on who their customers are and how they shop at their business. With this information, cashiers (or waitresses, etc) can greet customers by name and show respect! That goes a long way. Businesses can also engage with customers out-of-store, keeping them informed on what’s new and of interest. Engaging with the customers on a seemingly personal level is key to slowing down the attrition rate. Other tools, such as tracking customer preferences help foster loyalty whereas tracking customer objections helps prevent re-occurrences of mishaps. Brett Perlman, http://www.preferredpatron.com