2. RULE #1
UNDERSTAND
THE “WHY”
What is your purpose? Why are you in
business? Define what you believe in and
communicate it clearly, over and over again.
Dialogue is not in the call center business ,
we believe that we sell an experience. We
are here to blossom the relationship
between the consumer and the brand. As
Simon Sinek says in the book “Start with
Why”, people don’t buy what you do, they
buy why you do it
3. START WITH YOUR
RULE #2
EMPLOYEES
Attitude trumps experience in most
situations. Do they genuinely work well with
others and look at the positive of
situations? Would they grow into a
mentoring leader or a finger pointing boss?
Hire team members that are truly interested
in your mission and are passionate to help
you achieve it. Avoid hiring cultural
detractors even if they do have the most
experience.
4. RULE #3
REMOVE ROADBLOCKS
Customer experience can easily be
overwritten by financial goals, cost-cuts and
fear of change. Everyone at your
organization, needs to be on board with the
idea that the customer experience is always
the top priority.
Anything that hinders the quality of the
customer interaction should be immediately
evaluated. Have team members ask
themselves “Does this allow for the very
best customer experience?” If the answer is
no, reevaluate and be vigilant about
reinforcing your mission.
5. RULE #4
UNDERSTAND THE CONSEQUENCES
RULE #3
REMOVE ROADBLOCKS
No one can successfully compete on a
product, service or price alone. Customer
service is the driver for loyalty…how do you
think Starbucks and Zappos got so big? Their
success came from word of mouth referrals
by loyal customers based around the
remarkable customer service that they
received. Help your team members
understand the consequences of not being
remarkable.
6. 60% higher profits are reported
by companies that prioritize the
customer experience.
Murphy, E.C., Murphy,M.A. (2002) Leading on the Edge of Chaos: Prentice Hall Press; 1st edition
7. 89% of customers will take their
business to a competitor
following a poor customer
experience.
2011 Customer Experience Impact Report conducted by Harris Interactive
8. After a poor customer experience,
more than 26% posted negative
complaints on social media.
2012 Oracle White Paper “Seven Power Lessons for Customer Experience Leaders”
