Get Your Team Emotionally Engaged for Exceptional Customer Experience


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The truth is, a customer experience leader’s job is to take care of people. In order to get the best out of your team you need to get better engagement from your team.

And the only way to do that is to get them emotionally involved in the work that they do.

Customer service motivation

Work for something because it is good, not just because it stands a chance to success.

-Vaclay Havel, President of the Czech Republic

Meaningful customer experience work

Until your people believe in the work they do, see the value in it for them, and are emotionally connected in the task and committed to achieving the mission, you won’t get the best from them.

Everyone deep down wants to be valued and to be useful…it is true, deep down true. All you have to do is reach down far enough and you will find feeling, concern, responsibility, and involvement. Drag all of that stuff up and they’ll follow you forever and not even realize why.

-Richard Templar, author of “The Rules of Management”

A clear customer experience vision

Changing your team’s vision and getting them emotionally involved is entirely up to you as a leader. If your staff is not engaged, it’s not up to them to figure that out. It’s up to the supervisor to create a system that is tailor-made to individual employees so that they get a boost in emotional involvement with their work. If your people come in each day anticipating to an exceptional work experience, to be challenged, and to enhance themselves as professionals. They will be involved in their work with a level of engagement that consistently delivers the best performance.

Are you emotionally engaged to your customer experience?

The concern then should be, are your people emotionally invested? If not, you’ll have to commit to getting connected and develop the type of culture that create emotional engagement. As a mentor and manager it’s important to believe in the vision or your employees will never be capable to embrace it themselves. Managers lead, employees practice what they see. You have to believe it and as a result it will assist your team to know what to do, how to do it, and they will be engaged and deliver the very best service as a result of it.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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