{"id":758588,"date":"2017-08-06T23:44:22","date_gmt":"2017-08-07T06:44:22","guid":{"rendered":"http:\/\/customerthink.com\/?p=758588"},"modified":"2017-08-06T23:44:22","modified_gmt":"2017-08-07T06:44:22","slug":"the-three-golden-rules-of-customer-experience-is-it-part-of-your-strategy","status":"publish","type":"post","link":"https:\/\/customerthink.com\/the-three-golden-rules-of-customer-experience-is-it-part-of-your-strategy\/","title":{"rendered":"The Three Golden Rules of Customer Experience: Is It Part of Your Strategy?"},"content":{"rendered":"

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The Three Golden Rules of Customer Experience: Is It Part of Your Strategy?<\/figcaption><\/figure>
\nIn today\u2019s choice rich, time poor, fast paced digital era we are on stage 24\/7\/365, and we do not get a second chance at the first impression. As entrepreneurs or business leaders, you realize the need to raise your game. To achieve this, you need to know the challenges and the opportunities associated with the changing customer needs, revisit your business models and think differently to run the existing business successfully or compete against the disruptors.<\/p>\n

For example, even if the \u201csix sigma\u201d process claims an accuracy of 99.99 percent, you will still generate more than 10,000 problem for every billion transactions or processes, in an increasingly complicated business environment. Moreover, this system lapse could be across any touchpoints or channels via which our customer interacts with us.<\/p>\n

The main purpose of your business is not revenue. Your primary objective is to attract new clients and retain existing customers because this is what leads to revenue and eventually growth. So the question is – Does this system glitch impact your relationship with potential and existing customers? <\/em><\/p>\n

If the answer is YES, then as business leaders, you need to change your fixed myopic mindset to a growth and designer mindset.<\/p>\n

From<\/em><\/strong> \u2013 Our business hires employees who serve the customers who buy our products and services<\/p>\n

To <\/em><\/strong>\u2013 Our employees create innovative products and services; attract, engage and build relationships with our customers, who tend to do repeat business with our company.<\/p>\n

You no longer can afford to be a product centric company and treat customers the way you would like to be treated. But, become a customer-centric company and treat customers how they would like to be treated<\/em>.<\/em><\/p>\n

As leaders, it is your job to ensure our customers are served better by you than your competitors. The size or line of the business you are in doesn\u2019t matter. The challenge is to rise above your competition with a culture based on your customers\u2019 needs.<\/p>\n

How? By focusing on applying the three golden rules of customer experience<\/strong><\/a> in your business strategy.<\/p>\n

Rule #1 – Foster Relationships. Serve first! Sell second! Create an experience for our customer! Attend to our employees first so they, in turn, can serve our customer!<\/h2>\n

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Foster Relationships. Serve first! Sell second! Create an experience for our customer! Attend to our employees first so they, in turn, can serve our customer!<\/figcaption><\/figure>
\nAs shopping habits have evolved, customers no longer want to be sold to. They want you to pay attention to what’s bothering them, what trade-offs they had rather not have to be making and be helped.\u00a0They need to feel that they are not being pushed, and as a brand, you have their best interest in your mind, and they can trust you.<\/p>\n

You usually know what your customers buy, when and where they purchase. But, do you to truly understand why they and buy and more importantly, why they choose to have a relationship with you?<\/p>\n

The value of this relationships isn\u2019t based on the amount of money they spend on your brand. It\u2019s not even based on the number of interactions you have with them. The value of relationships is based on something much deeper.<\/p>\n

As your employees interact with customers day-in-day-out, they strengthen this relationship by starting to collection information on client preferences, ask for feedback and act on it, delight by personalizing communication and show appreciation. Make every interaction count, as it takes only one negative experience to alienate a client and send them running to a competitor.<\/p>\n

So employees as your brand ambassadors and play a critical role to ensure that at every moment of truth, the customer experienc<\/a>e (CX)<\/strong> is not compromised, as these interactions with the customer can make or break this relationship.<\/p>\n

So, yo need to assess your own organization\u2019s capabilities and resources and ask yourselves \u201cWhat kind of\u00a0employee experience\u00a0are\u00a0they\u00a0<\/em>having?\u201d because an unhappy employee will not give a good customer experience. \u00a0Providing an exceptional CX requires an understanding that we are in the relationship business and demands an outlook of people being the bottom line.<\/p>\n

Rule #2 – Reward your employee for innovation, and your customer for initiative!<\/h2>\n

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Image Credit: Pixabay<\/figcaption><\/figure>
\nEven creative geniuses need the environment and encouragement to dream up disruptive products or services for your company. To incentivise and motivate them, you need an evaluation program that can pinpoint efforts and rewards the individual or the team for the innovation results. You need to have a communication plan that outlines the expectations so that employees are aware how the recognition program works.<\/p>\n

You also need to check that the program is meeting our short \u2013 and long – term goals and do necessary course corrections:<\/p>\n