Who we are are the values we hold—culture matters. Join a team that is dedicated to improving the Team Member and customer experience! #missionrockres #missionrockers #OurRockersRock #hiring
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Brand Experience Curator | Helping Companies Create Magic Through Experiences and Cultures that People are Driven to Return to, Increasing Brand Loyalty and Lowering Employee Attrition. | Let's Create Magic Together!
🌟 The Secret Ingredient to a Positive Company Culture: Customer-Facing Employees! 🌟 👋 Let's talk about the unsung heroes of our companies - the customer-facing employees! They are the face of our business and crucially shape the culture and reputation of our organization. So, how do we ensure they have a positive impact? Here are some tips to keep your customer-facing team shining like stars! 🌟✨ 1️⃣ Select the right people: Hiring employees with a positive outlook overall, excellent communication skills, and a passion for customer service is critical. Remember, you can teach the skills, but a positive attitude is priceless! 😃 2️⃣ Train and empower: Provide comprehensive training programs that equip your team with the tools they need to excel in their roles. Encourage them to take ownership of customer interactions, empowering them to make decisions that enhance the customer experience. 🚀 3️⃣ Foster a supportive environment: Create a culture where mistakes are learning opportunities, not failures. Encourage open communication and provide ongoing feedback and recognition for successful performance. A little appreciation can go a long way! 🙌 4️⃣ Lead by example: As leaders, it's essential to set the tone for positive interactions with customers. Show your team that you value their efforts and prioritize customer satisfaction. Remember, smiles are contagious! 😊 5️⃣ Continuous improvement: Encourage your team to share their ideas and suggestions to enhance customer experiences. Conduct regular team meetings to brainstorm and implement innovative ways to wow your customers. 🧠 Remember, a positive customer experience creates loyal customers who rave about your business! 🗣️ So, let's celebrate our customer-facing employees' incredible impact on our company culture. Together, let's create a workplace where smiles, laughter, and exceptional service are at the heart of everything we do! Reach out, I can help you create this magic!❤️ #CompanyCultureMatters #CustomersFirst #CustomerExperience @TaceyAtkinson #CreatetheMagic #EmployeeAttrition #CustomerExperienceChampions #CustomerCentric #Culture
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Building a Customer-Centric Culture at U.S. Cellular At U.S. Cellular, creating a customer-centric culture was a deliberate and transformative journey. The story of Carlos, an employee who exemplified extraordinary customer empathy, highlights the impact of deeply ingrained company values. Carlos consistently did the right thing for customers, not because he was told to, but because it was part of his nature—reflecting U.S. Cellular's customer-first ethos. To foster this kind of environment, U.S. Cellular focused on several key initiatives: Hiring for Cultural Fit: They revamped their hiring practices to prioritize customer-obsessed individuals. This involved asking potential hires questions that gauged their natural inclination toward customer service. The goal was to bring in people who naturally aligned with the company’s values. Storytelling and Rituals: They introduced daily rituals, such as storytelling sessions where employees shared their best customer service experiences. These stories reinforced the company’s values and kept the focus on exceptional customer service. For instance, Carlos once helped an elderly customer who struggled with a technical issue, going above and beyond to ensure her satisfaction. His story became a model for others. Comprehensive Training: Training programs were overhauled to emphasize active listening and empathy. Employees were trained to understand and respond to customer needs genuinely, rather than relying on scripted responses. This approach helped build deeper emotional connections with customers. The results were significant. Customer satisfaction scores soared, and turnover rates plummeted, demonstrating that a customer-centric culture not only improves service but also enhances employee retention and engagement. U.S. Cellular’s journey shows that by embedding customer-centric values through strategic hiring, consistent storytelling, and comprehensive training, companies can create a culture where every employee is dedicated to delivering exceptional customer experiences. #CustomerCentric #USCellular #CustomerService #BusinessTransformation #EmployeeEngagement #CorporateCulture #Leadership
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💡 Building a positive customer service desk culture starts with hiring right! Reflect on your company's values and ensure they align with your team. Learn more about hiring for culture in our latest blog post: Fostering a Positive Customer Service Desk Culture Read the post 👇 https://lnkd.in/e3J6_UEh #CompanyCulture
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We all know that giving better customer service in your business is important. We ourselves love the brands which give us better service. But when we try applying this approach to our company, somehow we couldn’t deliver it. In all companies, I worked so far, having great customer service was one of the core values, but we were not able to stand by it for long. I recently read the book —“Delivering Happiness” by Tony Hsieh a captivating memoir that takes readers on a transformative journey through the rise of Zappos, an online retail giant. And this book answered my question about how one can build resilient customer service which defines your company. This article delves into the core themes of the book, exploring the remarkable culture at Zappos, the significance of core values, and the unwavering focus on delivering exceptional customer experiences. Building a Culture of Extraordinary Happiness One of the central tenets of “Delivering Happiness” is the emphasis on cultivating a unique and vibrant company culture. Tony Hsieh believed that a strong culture would not only attract top talent...
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Once you start viewing your employees as valued individuals and leaders, rather than subordinates tied to a cubicle, you'll be surprised at how much better the office will feel, and how much more productive the work will be when you have a team of people working towards a common goal; helping the customer find what they need. In simpler terms, the quote suggests that if employees have a positive and loving connection with their workplace, it sets the foundation for delivering exceptional customer experiences. When employees are enthusiastic, dedicated, and genuinely care about the company, it naturally translates into better customer service. #quoteoftheday
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"It's our job every day to make every important aspect of the customer experience a little bit better."-Jeff Bezos Customers are God We should understand our customers better We should treat our customers well We should Focus on what our customers need The above points are absolutely true and should be followed religiously to ensure a great customer experience. After all, customers are fundamental to the success of a business. However, these customers are External stakeholders, but what about the other side? Yes, I'm talking about one of the Internal Stakeholders. EMPLOYEES! While external customers are critical to the success of a business, so are employees who work for the Organization. If you take a step back and read Jeff Bezos Quote and the Points Mentioned Below, the same points are applicable to our own employees as well. After all, can the organization thrive, hustle, grow, scale, or do anything at all if employees are not treated fairly? NO! Here are 7 things that happen when you get this right: 1) Improved Morale within teams or silos 2) High Retention Rate 3) Happier Employees 4) Higher Quality Productivity 5) Increased Employee Engagement 6) Enhanced Employee Wellbeing 7) Employer Branding The importance of treating our Customers right in the context of Employees needs to be spoken more about; after all, every employee contributes to the success of an organization.😁 #HR #Employeexperience #Leadership #Employeewellbeing #Customersuccess #Stakeholders #Customercentric #Employees
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Happy Employees, Happy Customers! Customer service isn't just about what happens on the phone or at the counter. It starts from the inside out! A positive, supportive company culture breeds employees who love where they work. These happy team members are the ones going the extra mile to deliver exceptional customer service. Let's face it, customers can tell when a company prioritises its employees. Great customer experiences come from empowered, well-trained teams who feel valued. Here's how to keep your customer service top-notch: > Invest in your Team: Give them a voice & platform to share concerns. ️ > Build a Positive Culture: Foster a safe and enjoyable work environment. > Prioritise Training: Empower your team with the knowledge & skills they need! By investing in your employees, you're not just investing in your business, you're investing in creating loyal customers! #CustomerService #CompanyCulture
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Award-Winning Customer Experience Consultant 🏅| Anti-bullying Advocate✋🏻 | Keynote Speaker 🗣| Feature Writer 📇|
"At the heart of every successful venture lies a remarkable, happy team. Far beyond strategies and bottom lines, it’s the collective spirit, expertise, and dedication of individuals that propel businesses to greatness. Looking forward to going to work every day should be a normal way of life." James Timpson from the Timpson Group Creating the perfect customer experience means not just hiring the right expertise for a certain job, but hiring customer-centric people into every role too. It's not just about your customer service team - your accounts team, your IT department, all of your back office teams need to be customer-centric too. Now, don't panic if you've already hired and didn't think about CX at the time - you can still provide customer experience training to your non-customer facing teams to help bridge any gaps in culture (we can help with that 😉) In interviews, ask for examples of great customer service they've received, ask them to tell you what made it so good. Ask them to let you know how they currently bring a focus to the customer in their current role - let them get specific. Finally - ask them if the customer is always right. This is such a tough question and one that divides so many. You aren't looking for them to simply parrot 'yes' back at you here. It's important that they really think about the question and provide their honest answer, no matter what that is. For me, someone who explains that customers can sometimes be wrong, but that partnering with them to help them with expectation setting and expectation management can make a big difference to how often they can be left feeling let down would be a good answer. Equally, someone who's just honest and says no, I don't think they are always right might be a strong bet - you can always ask them how they would handle a complaint where the customer was in the wrong. So there you have it everyone - make sure your interviews are screening for customer centricity across EVERY role, and EVERY department. It will make your CX cultural initiatives land so much more smoothly. #CX #CustomerExperience #Recruitment
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Creating loyal customers goes far beyond delivering quality products or services. At the heart of exceptional customer experiences is company culture. An organization's culture has a profound impact that shapes how its employees show up for customers. Think about it this way: If a company's culture emphasizes things like teamwork, open communication, taking pride in one's work, and putting the customer first, those priorities will be reflected in consistent, high-caliber customer interactions. Employees will be more engaged, attentive, and motivated to go the extra mile. On the flip side, a toxic or misaligned culture breeds apathy, high turnover, and cuts corners that disappoint customers. Cultivating a customer-centric culture starts at the top with leaders who champion the customer's perspective. It's about hiring people who share your values, giving them clear customer experience standards and best practices to follow, and empowering them to make it right for customers. #companyculture #internalculture #customersatisfaction #customerservice #customeservicetraining
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Your company culture has a HUGE impact on how your employees treat customers. When your internal team values teamwork, communication, and positive feedback, these traits will be reflected back to your customers. What do you do to build morale and create a positive work environment? #companyculture #culturechange #customersatisfaction
Creating loyal customers goes far beyond delivering quality products or services. At the heart of exceptional customer experiences is company culture. An organization's culture has a profound impact that shapes how its employees show up for customers. Think about it this way: If a company's culture emphasizes things like teamwork, open communication, taking pride in one's work, and putting the customer first, those priorities will be reflected in consistent, high-caliber customer interactions. Employees will be more engaged, attentive, and motivated to go the extra mile. On the flip side, a toxic or misaligned culture breeds apathy, high turnover, and cuts corners that disappoint customers. Cultivating a customer-centric culture starts at the top with leaders who champion the customer's perspective. It's about hiring people who share your values, giving them clear customer experience standards and best practices to follow, and empowering them to make it right for customers. #companyculture #internalculture #customersatisfaction #customerservice #customeservicetraining
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