When it comes to customer experience, many companies often overlook an important group of customers: their employees. According to Melanie Foley, EVP, Chief Talent and Enterprise Services Officer at Liberty Mutual, seeing employees as customers is key to creating a great experience.
There are a lot of things that impact customer experience—employee engagement, the online customer journey, the in-store atmosphere, and more. One area that is often overlooked but that has a tremendous impact on customer experience is leadership development.
When an insurance claim is filed, it means there has likely been an accident or some damage to a person’s car, home, or business. Understandably, most people aren’t thrilled to have to go through the claims process. However, customer experience is still vitally important in the insurance industry and can make the journey more pleasant for everyone involved.
Companies that have the strongest customer experiences often have the best leaders. Whether they are individual contributors, executives or customer-facing employees, they know what it takes to motivate and inspire others to create a positive experience. And it shows—customers can tell when an organization is focused on providing a great experience and that attitude is reflected in their people.
Zappos is considered a leader when it comes to customer experience, but it hasn’t always been that way. When Rob Siefker, now the Senior Director of Customer Loyalty, started representing the company at conferences years ago, he estimates only 10% of people had heard of Zappos. Now that number is around 99%, and the company has become a model of how to create a customer-obsessed culture. However, the road to Zappos’ success wasn’t without hiccups
Anyone who has been involved in a B2B sale knows how complicated and frustrating the entire process can be. In fact, CEB asked thousands of senior executives at companies around the world to describe the purchase process in one word. The results were things like “hard”, “awful”, “painful”, and “minefield”.
Many businesses know the importance of becoming “experience-led” and want to get there, but knowing where to start can be overwhelming. Adobe recently created a new customer Experience Index after surveying more than 1,500 people across the country. The results show powerful insights into the minds of customers and show areas where companies are excelling with customer experience and where they can improve.
There’s no doubt that customer experience is changing. Perhaps one of the most surprising aspects is that it is changing so quickly. In order to keep up with the rate of change and ensure customers’ needs are met, companies need to embrace a new wave of technology.
We’ve all been in a situation where an employee is forced to find a manager to solve a problem. It’s frustrating for everyone involved—employees and customers alike. Instead of giving managers all the power, the best customer experience companies arm all employees with the tools to fix customer problems and empower them to make decisions. Studies show that empowered employees are more satisfied with their jobs, and it’s one of the biggest factors in creating a great customer experience. Instead of waiting for results, issues can be solved immediately in the way that best meets customers’ needs.
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Not many companies end up highlighted on The Ellen Show, but that’s exactly what happened for Capital One, and it can all be credited back to the company’s customer-centric culture.