In part IV. of my blog series specific to the importance for organizations to develop, improve, and practice daily business fundamentals in order to achieve organizational success and growth, the focus will be to offer suggested steps that fall within the area of Customer Strategy.
According to Roger Staubach, Former Dallas Cowboys Super Bowl Champion, NFL Hall of Famer and Modern day business titan.
“At a car dealership, the person who sells the car is the hero, and also gets the commission. But if the mechanics don’t service that car well, the customer won’t return”
Delivering an excellent customer experience requires the combined and coordinated efforts of every employee in an establishment working towards a single goal – to exceed their customers’ expectation, period. Sure, employees will have different roles and responsibilities, and as Mr. Staubach’s statement indicated, will also be recognized and compensated differently as well. But the key point to take away is that everyone within an organization, no matter what their job entails, must believe in and be focused on delivering their customers a truly unique and amazing experience.
Memorable Customer Experience is More Than Great Customer Service.
In many mature industries where products and services are perceived as a commodity and price historically dictates the purchase decision, there is an opportunity to identify and implement new value-creation efforts. Efforts that can immediately increase customer satisfaction that ultimately, helps to further differentiate a company and its products and or services from the pack.
Customers are seeking a personalized experience linked to the product or service they purchase that will go well beyond a transactional interaction. It’s given that customers expect a good price, a quality product, dependable customer service and support, timely delivery, ease-of-ordering, and convenience. But today’s customers are also looking for a consultative versus a transactional relationship with their vendors where they will be provided with reoccurring ideas, solutions, and guidance from experts who truly know and understand their specific business challenges.
Providing a more robust and meaningful emotional connection with your customers, will not only win their wallets but will also win their trust, loyalty and hearts.
As the late and great USA Olympic Ice Hockey Coach Herb Brooks said, “Great moments are born from great opportunities.” I, for one, believe every company has the opportunity to realize its desired success and growth – And it starts with Blocking-and-Tackling