CREATING THE REMARKABLE: 4 RULES TO UPGRADE

CUSTOMER EXPERIENCE

RULE #1

What is your purpose? Why are you in business? Define what you believe in and communicate it clearly, over and over again. Dialogue is not in the call center business , we believe that we sell an experience. We are here to blossom the relationship

between the consumer and the brand. As Simon Sinek says in the book “Start with Why”, people don’t buy what you do, they buy why you do it

UNDERSTAND

THE “WHY”

RULE #2

Attitude trumps experience in most situations. Do they genuinely work well with others and look at the positive of situations? Would they grow into a mentoring leader or a finger pointing boss? Hire team members that are truly interested

in your mission and are passionate to help you achieve it. Avoid hiring cultural detractors even if they do have the most experience.

START WITH YOUR

EMPLOYEES

RULE #3

Customer experience can easily be overwritten by financial goals, cost-cuts and fear of change. Everyone at your organization, needs to be on board with the idea that the customer experience is always the top priority.

Anything that hinders the quality of the customer interaction should be immediately evaluated. Have team members ask themselves “Does this allow for the very best customer experience?” If the answer is no, reevaluate and be vigilant about reinforcing your mission.

REMOVE ROADBLOCKS

RULE #3

No one can successfully compete on a product, service or price alone. Customer service is the driver for loyalty…how do you think Starbucks and Zappos got so big? Their success came from word of mouth referrals by loyal customers based around the

remarkable customer service that they received. Help your team members understand the consequences of not being remarkable.

REMOVE ROADBLOCKS

RULE #4

UNDERSTAND THE CONSEQUENCES

60% higher profits are reported

by companies that prioritize the

customer experience.

Murphy, E.C., Murphy,M.A. (2002) Leading on the Edge of Chaos: Prentice Hall Press; 1st edition

89% of customers will take their

business to a competitor

following a poor customer

experience.

2011 Customer Experience Impact Report conducted by Harris Interactive

After a poor customer experience,

more than 26% posted negative

complaints on social media.

2012 Oracle White Paper “Seven Power Lessons for Customer Experience Leaders”

www.Dialogue-Marketing.com