Customers today have more choices than ever before, creating a flooded market that is filled with commodities. So what can organizations do to stand out in the crowd? The answer is simple, just ask Mickey Mouse. In this episode of The Forward Thinking podcast, host Stephanie Barton, VP of Marketing and Communications at FCCS welcomes author, consultant, and former Walt Disney World Company executive Dennis Snow. Dennis has world-class insights into differentiating your service in a way that attracts and retains customers and their loyalty, and insights into ways that leaders can hire and train the kinds of employees that will deliver the customer experience that creates long-lasting loyalty.
Episode Insights Include:
Creating the ultimate customer experience
Disney isn't focused on selling rides, they are selling an experience.
Rides are simply commodities, a truly memorable experience is much more rare.
Every element of the company culture is built around creating the ultimate customer experience.
Key differentiators set employees and customers apart from the competition.
Regardless of their position, all employees are expected to exhibit exceptional internal service.
Teaching employees customer service skills
The most important role of any leader in any organization is hiring the right people.
Dedicated time needs to be given to hiring the right people who are going to live the culture of the organization.
Training can help, but hiring the right people in the first place is the key to success.
Employees who are not meeting standards should first be coached, then be given the opportunity to make a change.
When performance doesn't change, employees have to be let go so they can no longer negatively impact the company culture.
Making the customer experience part of company culture
Sit down as a team to have engaging conversations about these challenging times.
Ask the following questions about customer delight - What have you done that has wowed a customer? What has someone thanked you for? How can we demonstrate an enhanced experience? How can we meet customers where they are?
Listen to what other companies in your industry are doing that is working.
Consider the customer experience of Disney, Southwest, The Walking Shoe stores, and Ritz Carlton.
First define what the customer experience is supposed to be, then put behaviors in place to achieve it.
Speaking the language of the customer and consistency in experiences is essential.
Execution made easy
An exceptional customer experience is easy, but it requires consistency.
In team meetings, ask this question - What are three things we want our customers to remember and say about their experience with us?
Then consider what has to happen in order to make that experience a reality.
It is essential to be relentless in keeping that message at the front and center of the customer experience.
Training needs to continue throughout the duration of every employee's time at the company.
This podcast is powered by FCCS.
Learn more about the FCCS Farm Credit Sales Leader Conference- https://www.fccsconsulting.com/conferences/sales-leaders-conference
Connect with Dennis Snow - Dennis Snow
