It’s no secret that here at Action Card we obsess over the customer experience. We are constantly researching what makes a great customer experience, how to offer it most efficiently, and how to stay on the cutting edge.
Your company likely has someone in charge of marketing, and someone else in charge of customer service, and another person specializing in quality control. Rarely do you have someone at the helm of customer experience. That is because the customer experience is everyone’s job. Every department comes together to craft the customer experience. A friendly reminder/nudge of inspiration with these quotes from the leaders in customer experience might be just what your team needs.
“It is not the employer who pays the wages. Employers only handle the money … It is the customer who pays the wages.” – Henry Ford
Talk about the most perfectly concise way to convey the importance of the customer experience to the employees crafting it. The sentiment really empowers you to take the initiative.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos
As the CEO of Amazon, a huge part of Bezos’ mission is to keep evolving the customer experience. While that looks different online than it does in a brick and mortar, the concept is very much the same. What can we do better? What can we offer that make it easier for the customer? What would I want?
“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” – Steve Jobs
Again, the premise here is universal when it comes to the customer experience. Innovation means understanding your customer and their needs first, in order to form a strategy. Deploying a strategy in which the customer is the afterthought will always fail.
“Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” – Ian Schafer
For many of our clients, innovation comes in the form of Action Card. Like we said before, the client experience is everyone’s job. But what does that look like? With Action Card it looks like a customized dashboard and real-time communication.
“I think it’s very important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing it better.” – Elon Musk
Okay, if Elon Musk is talking about your feedback loop, you should listen. Complacency is the enemy when it comes to the customer experience. That’s why Action Card offers automated follow-ups. Find out what was done, when, by whom, and grab the opportunity to create an effective, convenient feedback loop in real-time.
“The customer experience is the next competitive battleground.” – Jerry Gregoire
Amen! Now this sentiment begs the question, ”What are you doing to capture and maintain a competitive edge in customer experience?” For each industry that looks different, but at the root of it all, it means innovation and consistency. The Action Card app helps your company maintain consistency through the innovative process of taking your field team away from files and forms, and bringing them to the cloud.
“Every day we’re saying, ‘How can we keep this customer happy?’ How can we get ahead in innovation by doing this, because if we don’t, somebody else will.” – Bill Gates
“…because if we don’t, somebody else will.” And that’s the truth. Customers have so many options, you have to consistently keep their attention and loyalty by anticipating their needs and offering what you already know they need at the highest standard.
“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.” – Kevin Stirtz
They might not remember or make note of the clean restrooms, well lit parking lot, or fully stocked products, but they certainly will remember and make note of the absence of those things.
“It’s easier to love a brand when the brand loves you back.” – Seth Godin
How are you showing your customers the love?
“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” – Richard Branson
And Branson brings it back home -the client experience is everyone’s job. If no one is at the helm of client experience in your organization, consider letting Action Card take the wheel. Through innovating the field management process, we bring everyone on the same page when it comes to crafting your customer experience. Want to know more? Let’s take a demo.