In this Thanksgiving episode, Charlie discusses the importance of having a Customer Belief System (which he discovered well over 10 years ago from his performance group) and how it can educate what the company believes about its customers and how its people should treat them. A Customer Belief System aligns everyone on the same page about how the company believes each person within the company should act and treat its customers.
Charlie outlines the four customer beliefs that have been ingrained at Broad River for over a decade:
1. Every customer is vitally important to us.
2. Every customer deserves passion, attention, and extensive knowledge.
3. We must be proud of each and every customer engagement.
4. Connecting with our customers is the key to building lasting customer relationships.
He emphasizes the significance of these beliefs in supporting the longevity and profitability of the business. Charlie then illustrates how the externally focused Customer Belief System is activated by the Company's internal focus on the Memory Maker Experience. The Memory Maker Experience is connected to the Customer Belief System, because taking care of its Memory Makers (who are armed with the knowledge of what it believes about its customers) will, in turn, result in them taking care of its customers.
This episode on YouTube: https://youtu.be/cNSepb3DyCU
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