Richard Elsey’s Post

𝗔𝗿𝗲 𝗬𝗼𝘂 𝗚𝗲𝘁𝘁𝗶𝗻𝗴 𝗔 𝗙𝘂𝗹𝗹 𝗣𝗶𝗰𝘁𝘂𝗿𝗲 𝗢𝗳 𝗧𝗵𝗲 𝗤𝟭 𝗙𝗶𝗻𝗮𝗻𝗰𝗶𝗮𝗹 𝗥𝗲𝘀𝘂𝗹𝘁𝘀? Your financial numbers only tell half the story. The other half is about connecting the numbers with the feedback from your client-facing team and end customers. Here is a snapshot of the WHO, WHAT and HOW. 𝗪𝗵𝗶𝗰𝗵 𝗰𝗹𝗶𝗲𝗻𝘁𝘀 𝗮𝗿𝗲 𝘆𝗼𝘂𝗿 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝗲𝘀? There are three types of priority customers a business should connect with at least on a quarterly basis: • 𝗧𝗼𝗽 𝗹𝗮𝗽𝘀𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: Customers who had a significant spending drop on a year-on-year basis and compared to the last quarter. • 𝗧𝗼𝗽 𝗴𝗿𝗼𝘄𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: Customers who significantly increase their 1) total spending, 2) frequency of spending, 3) cross-category spending on a year-on-year basis and compared to the last quarter. • 𝗔𝗰𝘁𝗶𝘃𝗲 𝗻𝗲𝘄 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: Customers who recently made a purchase with your business and have been showing positive affiliation by frequently attending your events, responding to your NPS or other surveys, or referring their friends to you. 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘀𝗲 𝘆𝗼𝘂𝗿 𝗹𝗼𝗰𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 amongst all the above three segments. Here are a few pointers on the 𝗪𝗛𝗔𝗧 𝗮𝗻𝗱 𝗛𝗢𝗪 𝘁𝗼 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵 𝘁𝗵𝗲𝘀𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: 🔎 Start by inviting their respective Client Advisors to share qualitative feedback on the spending drop/increase. Understand whether the spending change comes from clients’ factors (such as lifestyle change, brand preference shift, relocation, etc) or business factors (such as product design, pricing, customer experiences, etc). 🔎 Include the Store Manager/Client Engagement Manager in the customer study, especially on lapsing customers who are not responsive to the Client Advisors. Depending on the customer’s communication style and shopping behaviour, extend an invitation from the Store Manager/Client Engagement Manager with a relevant non-commercial initiative (such as an invitation for a coffee catch-up/extending a seasonal gifting/inviting them for a lifestyle event, etc.) to break the ice. 🔎 Involve a neutral third party, such as an experienced luxury consultant, to conduct a holistic customer interview. Our mission is to enable businesses to grow customer loyalty and profitability, click below to learn more about our consulting service on our website: https://lnkd.in/gmhibqwe Share your thoughts in the comments below and feel free to reach us out for a chat! 🗣️❤️ #GogoChengConsulting  #TheArtandScienceofClienteling #CustomerLoyalty #Luxury #CommercialSuccess

Customer service without a plan and strategy can be detrimental to your organization. This weekend, my family and I experienced this firsthand while shopping at a relatively small retail store. Within 10 seconds of walking in, we were greeted and asked if we needed help with anything. Nice, right? Sure. However, five minutes later, another staff member asked us the same question. Before I could even process my response, yet another staff member asked, "Can I help you with anything?" My goodness. I hadn't even had a chance to wrap my mind around what we were in the store for. While the staff intended to provide great customer service, they ended up providing the opposite. This experience underscored the critical need for a strategic approach to customer service. It's not just about being attentive; it's about being strategically attentive. There has to be a balance and a well-thought-out plan to ensure customers feel supported but not overwhelmed. How is your organization strategizing its customer service to ensure a positive and seamless experience for everyone? #CustomerService #BusinessStrategy #CustomerExperience #Leadership

The modern customer’s decision to buy is greatly influenced by their emotional experiences with a brand and not by the traditional market drivers. High quality customer experience is arguably the best way to grow revenue for any business and ensure its success. Organizations that have taken time to invest in customer experience have differentiated themselves from similar brands hence gaining a competitive advantage. To deliver a positive customer experience, it is important to have all of the customer service agents and the leadership team trained. This will help them demonstrate emotional intelligence with every interaction at the office as well as with customers. If you’ve found your team failing in situations that require #EmotionalIntelligence, then you should consider investing in their training. Let’s discuss further via DM or Email – jackie@customercentric.co.ke

Hey, fellow business owners and CEOs! Let's chat about something we always deal with customer service and customer experience. Ever get these mixed up? I sure have! We see this stuff in action when we're out shopping, eating, or traveling. Here's the scoop: Customer service is different from customer experience. We used to mix them up at AES, but they're different. Customer service is about fixing problems when they pop up. It's like putting out fires – reactive. But customer experience? That's the whole adventure someone has with your brand right from the start. It's about making things great for them even before they ask. It's proactive and all about planning. Most businesses are good at the first, but only some are nailing the second one. So, how do you ensure your customers have an incredible experience with your business before they ask? #CustomerExperience #BusinessStrategy #Leadership

🌟 The Sandwich Story of Customer Service: A Lesson in Leadership 🌟 Imagine this: you're hungry, and someone offers you a few loaves of bread and a glass of water. Sure, it satisfies your hunger, but it's far from delicious. Now, picture another scenario: you're presented with a specially crafted sandwich, bursting with flavor, accompanied by a refreshing glass of juice. Not only does it satisfy your hunger, but it also leaves you feeling delighted and eager for more. This analogy perfectly encapsulates the essence of customer service. As leaders, it's crucial to understand that providing a satisfying customer experience goes beyond meeting basic needs. It's about delivering excellence that leaves a lasting impression. Sure, serving a customer with the bare minimum might temporarily satisfy their hunger, but it won't create a memorable experience or foster customer loyalty. On the other hand, when we go the extra mile to provide exceptional service – akin to serving a delicious sandwich and juice – we not only satisfy their immediate needs but also leave a lasting impression that keeps them coming back for more. Why is this important? Because in today's competitive landscape, customer satisfaction is the cornerstone of success. It's not just about making a sale; it's about building relationships, earning trust, and fostering loyalty. As leaders, it's our responsibility to instill a culture of excellence in customer service within our teams. This entails empowering employees to exceed expectations and cultivate a sense of accountability toward their customers by anticipating their needs and delivering personalized experiences that go above and beyond. So, the next time you're tempted to serve your customers a few loaves of bread and water, remember the power of the sandwich story. Invest in creating delightful experiences that leave a lasting impression – it's not just good for business; it's the hallmark of exceptional leadership. Author - Gayos Johnson #Leadership #CustomerSatisfaction #CustomerExperience #ServiceExcellence #BusinessStrategy #LeadershipDevelopment #CustomerRetention

Creating a supportive work environment is not just a luxury, it’s fundamental for delivering exceptional customer experiences. As a corporate image consultant, I know that when employees feel valued and supported, this positivity translates directly into their interactions with customers. A strong corporate culture, characterized by professionalism and a commitment to service, enhances collaboration, drives innovation, and fosters excellence. This environment not only boosts employee satisfaction but also leads to superior customer service, increased loyalty, and enthusiastic referrals. Leaders, if you want to elevate customer satisfaction and drive growth, start by investing in your team's well-being. The impact will be visible in both your internal culture and your customer relationships. #Leadership #CustomerExperience #CorporateImage #WorkplaceCulture #EmployeeEngagement #CustomerRetention #ServiceExcellence #Professionalism

Thanks to CXO Outlook® for interviewing me about my business, my career, my thoughts on various aspects of customer experience today, my leadership style, and so much more! https://lnkd.in/gpffwjtP #customerexperience #culture #CXO #business #life

[Daily Case Analysis] Let's sharpen your strategic thinking skills 🧠 Consider this: A multinational retail organization is grappling with declining customer satisfaction scores and stagnant sales growth. What's the challenge? The company's customer-centric culture, which used to set the firm apart in the industry, has weakened over the years. Lacked synchronization between internal processes and customer needs, unmet customer expectations, and lack of frontline staff motivation are symptomatic of the eroding customer-centricity. This organization intends to bring a renewed focus on customer-centricity to regain its market leadership. How would you approach this situation? Here's our analysis: https://lnkd.in/ef92ugUa What did we leave out? Leave your thoughts, advice, and critique below. 👇 Follow for more daily case studies! #casestudy #customer-centricculture #management #strategy #consulting #leadership

How do you ensure that your employees have a clear line of sight to customers? First, what does “line of sight” mean? In a nutshell, it’s that straight line between you and the target. In this case, the target for your business is the customer. When employees have a clear line of sight to the target, they… 🎯know how they impact the customer experience, 🎯know what it means to deliver a great customer experience, and  🎯they have the tools and training – and are empowered – to do so. That target seems obvious and straightforward to frontline employees, but the customer experience isn’t just created at the frontline. How do you ensure that everyone, including your back-office employees, has their sights set on the right target? How can you ensure that everyone knows that the customer is the business’s reason for being? Read on (link in first comment) to find out eight ways to provide that clear line of sight to all employees. #employees #employeeexperience #customerexperience #customers #lineofsight #leadership

𝐖𝐡𝐲 𝐝𝐨 𝐰𝐞 𝐮𝐧𝐝𝐞𝐫𝐯𝐚𝐥𝐮𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐬𝐭𝐚𝐟𝐟? 🤔💼 𝐃𝐢𝐬𝐜𝐨𝐯𝐞𝐫 𝐰𝐡𝐲 𝐭𝐡𝐞𝐲’𝐫𝐞 𝐭𝐡𝐞 𝐭𝐫𝐮𝐞 𝐛𝐚𝐜𝐤𝐛𝐨𝐧𝐞 𝐨𝐟 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐥𝐨𝐲𝐚𝐥𝐭𝐲. ✅ Do you value your service staff? ✅ Do you have a package in place for them that reflects their importance to your business? Service workers often go unrecognized, yet they play a critical role in creating loyal customers and boosting repeat business. Unlike sales teams who can directly attribute their value to revenue, service staff contribute in ways that are harder to quantify, but no less vital. Have you ever considered how you might reward those exceptional moments of service? Rory Sutherland has an interesting take on this issue. He explores how a feedback mechanism could allow us to reward the best service staff – not just based on employer assessments, but by direct customer feedback. Isn't it time we rethink how we value the people who keep our businesses running? #CustomerLoyalty #ServiceExcellence #EmployeeEngagement #Leadership #BusinessGrowth #CustomerExperience #EmployeeRecognition #Retail #Hospitality #Business