Thread by @ememesi

Great #CustomerExperience is a series of things you need to do consistently over time. And it is difficult to do if you don't first establish it as a company or business culture. Not just policy, culture.

When your #CustomerExperience policies aren't born out of an existing company culture, will A. Spend too much time trying to get people to stick with the policy. B. Rely too heavily on a carrot and stick approach to outstanding service. C. Create staff who will not be innovative

Policies without culture require too much policing. As a business owner, you do not have the time for that. It is cheaper & more rewarding to entrench a culture of amazing #CustomerExperience in every staff you hire. Give them the room to take initiative and watch them flourish.

Interestingly enough, your customer facing staff are the major way your customers will receive exceptional #CustomerService. Every customer touch point is an opportunity to enhance your overall #CustomerExperience. Give them the tools to be effective and you'll reap the benefits.

A culture of great #CustomerExperience should be the guiding hand behind your policies. Let them define the length and simplicity of your business processes. What that's the case, then everything from sales to online registration, payment, processing returns etc will reflect it.

Remember that culture may take some time to take hold, but it is worth the work. Daily, take steps to entrench your culture of excellent #CustomerExperience and in time, your customers will appreciate you for the thought, and spend more money on your services.

Enjoy your week.

@threadreaderapp please unroll.