You should take every opportunity you can to review customer success stories in staff meetings and team meetings. By celebrating your customer successes it will help create a customer focused culture from the inside out.
Just as important as celebrating your successes, is the focus on continuous improvement. Your culture should celebrate service successes, but be focused on continuous service improvement.
This improvement requires ongoing focus on learning, action planning, follow up and reinforcement
As a leader, it is important for you to support an environment where you learn from your mistakes to prevent them from reoccurring, and apply those learning’s to enhance your customer experiences.
By continuing to share your successes, best practices, and creative ideas with colleagues will enable you to continuously improve and exceed the constantly rising customer expectations.
It is critical that you become a coach, facilitator, champion, cheerleader and obstacle remover. Your team will be looking to you for recognition, feedback and attention as it relates to serving the customer, internal and external.
By recognizing and rewarding valued service behaviors and actions, you will create enthusiasm and momentum for providing differentiated service experiences.
Learning, reinforcement and follow up are keys to creating exceptional employee and customer experiences.
This learning and reinforcement needs to be focused on how you create better, faster and different experiences for your employees first, and your customers second.
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