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Make Every Employee a CEO: A Customer Experience Officer

We all know that CEO typically stands for Chief Executive Officer—that is, the big boss. But in your business, CEO can stand for something else that is equally as valuable: Customer Experience Officer. And you don’t need to hand every employee a corner office to give them that CEO mindset.…
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Your Employees Know the Policy, But Do They Know the Reason?

Greet every customer promptly. Ask open-ended questions. Follow up with prospective customers. These are all perfectly reasonable customer service standards. You may have some version of them in your own employee handbook or training materials, or even have them printed on poster hanging in the breakroom. But there’s an important…
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When Friendliness Falls Short

Imagine a customer calls your business with a question. Your employee answers promptly, speaks pleasantly, and seems genuinely interested in helping. They don’t know the answer right away, but that’s okay. They promise to look into it and call the customer back. The customer hangs up feeling pretty good about…
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Experience Isn’t Expensive. Replacing It Is.

If you read the business news recently, you may have seen the story of Tony Barzar, a 60-year-old Costco cashier earning nearly $33 an hour. After decades with the company, his retirement savings have grown to more than $1 million. At first glance, it sounds like an unusual story about…
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Your Culture Is Only as Strong as Your Customer Experience

Every business owner wants to build a strong company culture. You hire people who share your values, talk about putting customers first, and maybe even have a mission statement framed on the wall. And don’t mistake our pointing this out as criticism: these things matter. But your customers don’t really…
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Can Your Employees Describe Your Business in One Word?

Imagine gathering your employees into a room, handing each of them an index card, and asking one simple question: “What’s the most important quality we offer our customers?” No discussion or collaboration. Just write down one word. What do you think you would get back? Would everyone write the same…
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The Real Test of Customer Service Starts When Something Goes Wrong

No business is perfect. Products arrive damaged. Employees make mistakes. Technology fails. Policies create unintended consequences. Even companies with exceptional customer service occasionally disappoint a customer. The question isn’t whether your business will experience service failures. The question is what happens next. In a recent article, customer service expert Shep…
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Customers Want Results, Not Explanations

Businesses want customers to feel welcome. They hope any problems are handled quickly. And they intend every interaction to leave a positive impression. The trouble is that customers don’t actually experience intentions, only what actually happens. Because a customer doesn’t know that you’re short-staffed today. They don’t know that your…
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When Self-Service Becomes an Inconvenience

Customers love convenience. Many they being able to schedule appointments online, pay bills through a website, track orders from their phones, or find answers without waiting on hold. Self-service tools, when designed well, save time for everyone involved, including employees who don’t have to help with the small stuff. But…
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