Take 1 hour this Friday and gather your employees. Ask them the following question:
“What can we do to make our customers more happy?”
- It’s important to get insights from a cross-section of your business, not just your marketing department. Why? Your front line employees probably understand your customers better than anyone who works behind a desk. And, your customer experience is not limited to one department. It’s felt from the moment they call into your office to when they receive an invoice from you.
- Make this an ongoing challenge. Implement a suggestion box. Make it easy for employees to feel empowered to share ideas with their bosses. Create processes to make improvements operational.
- Keep employees informed about how their ideas are taking shape. Which ones did you implement? When? How are they doing?
- When possible, involve those who suggested the idea in the process of making it come to life. If you want employees to continue sharing great ideas, demonstrate that they are important in the process.
- Measure customer happiness. One of my preferred methods is measuring a company’s Net Promoter Score (a good book on this is The Ultimate Question).
It’s never been more important to build raving fans. After all, we trust what other people like us have to say about brands more than what brands have to say about themselves.
Photo via AngelsWings