Seek to Hire and Retain Employees Who Truly Understand and are Committed to, Prioritizing Positive Customer Experiences
In today's competitive business landscape, a company's success hinges not only on the quality of its products or services but significantly on the quality of its customer experience. Hiring and retaining employees who truly understand and practice prioritizing a positive customer experience can be transformative. Here’s why:
1. Enhances Customer Satisfaction and Loyalty
Employees prioritizing positive customer experiences are more likely to
understand and anticipate customer needs. By proactively addressing issues and
going the extra mile to ensure satisfaction, they can turn first-time buyers
into loyal customers. Loyal customers are invaluable; they are repeat buyers
and brand advocates who spread positive word-of-mouth, attracting new customers
at no additional marketing cost.
2. Increases Revenue
A positive customer experience directly impacts a company's bottom line.
Satisfied customers are more likely to make repeat purchases and are less
sensitive to price changes. According to research by PwC, 86% of buyers are
willing to pay more for a great customer experience. Companies can leverage
this willingness to pay a premium by hiring employees who excel in customer
service, leading to increased revenue.
3. Reduces Employee Turnover
When we take on a new industry client, we spend time asking about the
company's value proposition to its employees. The first question is about
turnover. If the turnover is considerable, we do not take on that client.
Employees skilled in customer experience often have a more profound sense of job satisfaction. They see the positive impact of their work directly through customer feedback and appreciation. This sense of accomplishment can lead to higher job satisfaction and reduced turnover rates. Additionally, a gifted customer experience person excels because they excel at building trusted relationships with those clients, and they don’t want to let that client down by leaving them. Lower turnover means the company saves on recruitment and training costs while maintaining a consistent and experienced team that can continue to provide excellent service. In addition to the hard costs, retention helps send a message that this is an exceptional workplace. If there is an above-average turnover rate, those employees talk in the community. Prioritize making your employees brand ambassadors as well.
4. Builds a Positive Company Culture
In the current workforce, it’s all about the culture. Employers dedicated
to providing a positive customer experience foster a culture of empathy,
respect, and collaboration. We can attest that everyone seeks that culture;
most will even take less compensation to move to a better culture. This
culture can permeate all levels of the organization, leading to improved
teamwork and morale. A positive company culture attracts potential hires,
making it easier to attract and retain top talent committed to customer-centric
values.
5. Differentiates from Competitors
In markets where products and services are very similar, customer
experience becomes a key differentiator. Let’s face it: many people reading
this publication are working with higher-end furnishings products with
competitors who can also serve essentially the same customer needs. Companies
known for exceptional customer service stand out from the competition. By
hiring employees skilled at creating memorable customer experiences, companies
can build a unique brand identity that attracts and retains customers who value
being treated well. If an employee leaves to go to a competitor, those clients
will often follow them.
6. Gains Valuable Customer Insights
Employees who interact with customers regularly are a goldmine of information. They gather insights on customer preferences, pain points, and strategic suggestions for improvement. Companies that hire employees skilled in customer relationships can harness this data to refine their products, services, and overall customer experience strategy, ensuring they stay ahead of market trends and customer expectations.
7. Improves Crisis Management
Even the best companies encounter issues and crises. Employees who excel in focusing on the customer experience and have a high EI, which is often a huge key to genuine relationships, are better equipped to handle these situations gracefully, vs. just saying what we all have thought, “It’s just furniture!”. Their ability to empathize with customers and provide swift, effective solutions can turn potential negative experiences into positive ones, preserving the company’s reputation.
8. Fosters Innovation
Employees who prioritize customer experience are often more innovative. They seek ways to enhance the customer journey, leading to new products, services, and processes. This innovation improves customer experience and can lead to new revenue streams and business opportunities.
Hiring and retaining employees who prioritize a positive customer experience and loyalty is crucial for a company's success. These employees enhance customer satisfaction, foster a positive company culture, drive innovation, and help businesses stand out in a competitive market. Be one of those companies!
