How a CEO and an Employees Affects Customer Experience
Having good relationships with your employees and customers is crucial for the success of your business. Your customers want to be happy when doing business with you, and they will reward you with repeat business down the road. A positive work environment boosts morale, while a good working relationship between an employee and their supervisor builds trust, which is vital to the success of any business. Here are a few tips on how to keep your employees and customers motivated and happy.
Before you send anyone out to make customers happy, talk to them about what they hope to accomplish. Show them examples of success so they can internalize this attitude as well.
Encourage employees to be vocal about what they like, dislike, and can improve about the business. You may want to post these discussions on the bulletin board, have employees write them down, or print them on the fridge and kitchen counter. Give everyone a chance to air their grievances by asking them to stand up and make a point of talking about the issues. If you notice a disconnect between your top management and your rank-and-file employees, discuss it among yourself before making changes. Also, if your sales are suffering, take a look at the things that your bottom line is hurting: are there problems with the ordering process, are there problems with your financial resources, or are you doing too many promotions?
To keep customers happy, employees must recognize the customers who have done an excellent job for them. If the customer has done an excellent job with customer service, you should reward them with a discount on the fourth or fifth pizza of the same or next month. Always make customers feel appreciated; this will make them more likely to stay with your company.
Create real-time feedback metrics. This includes everything from customer satisfaction surveys to the number of calls made to customer support during regular working hours. Project Management These measurements will help managers determine where to focus their development efforts. If a company cannot see the problem, it is almost impossible to correct it, which is what a great majority of businesses have been unable to do in the past.
Employee scheduling software can help improve the quality of customer experience. Today, companies must spend countless hours monitoring all aspects of their employee schedule. They then have to figure out when employees need to be contacted and when they are most productive. Furthermore, the system must also track employee performance. Many employees need training and monitoring to know exactly how well they are performing by their schedules.
As business owners and executives, we must get out and meet with our customers. This includes making sure that we meet with employees and talk to them as often as possible. As a result, we can develop solutions that will help to improve the customer experience.
Building trust among employees and customers requires communication. Both parties must understand each other and establish a level of familiarity. When individuals come into a firm with a strong familiarity, this allows the firms’ executives to truly understand what their employees need, want, and expect. As a result, it is easier for these executives to make changes positively impacting their employees and customers. The more familiarity, or “familiarization,” between an executive and their employees and customers, the easier it is for a business owner and CEO to improve their firm.