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Hire, develop, and retain people who understand the Customer Experience, and who appreciate the impact of Service.  Surround yourself with people who want to help, encourage them, and treat them with respect.   The right attitude makes good things happen.

 2. SET THE TEAM UP FOR SUCCESS:

Ensure that all of your business's internal and external policies and procedures are directly related to enhancing the Customer Experience.  Make it easy for your employees to serve your customers, simply by following the customer-focused guidelines you've laid out.

3. CREATE A VISION / CULTURE / CLIMATE OF CUSTOMER SATISFACTION:

Passion and evangelism for serving customers must start at the top, and must permeate every level of management.  Customer Service is not the job of one department; it is the job of every employee, bosses included!

4. COMMUNICATE WITH YOUR CUSTOMERS:

Sounds simple, but why don't more businesses do it?  Ask your customers questions, and listen to their answers.  They will tell you how to serve them better.  Show them that you've listened by implementing some of the changes they've suggested.  (But remember, asking customers for input and then not acknowledging it is worse than not asking for input at all!)

5. ALWAYS REMEMBER THAT WE ARE ALL CUSTOMERS:

Each of us has had a range of customer experiences in our personal lives, from the great to the indifferent to the unpleasant.  These experiences should assist everyone in their interactions with their customers.  We all know what a great customer experience is like; we just need to interact with our customers the way that we would like to be treated ourselves!

By Charles E. Dennis

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