Customer Experience

Explain the customer experience:

• The Product or Service (what do we do)

• The Process (how easy are we to do business with?)

• The Engagement (how did it feel?) Communicate the vision for our brand to my team. Constantly to remind them.

Understand customer and Treat the customers as friends.

Use customer surveys to find out how they rate their experience with you; what score would they give you on a scale of 1 to 10? Find out if customers enjoyed dealing with store and team.

Score was NPS
NPS is net promoter score

LEAD by example by practice and learning the team the best customer experience.

Make the day customer focused, not task focused.

Catch my team doing something right twice every day (and tell them!)"

NPS is net promoter score

As Shown in the image we had 3 customers' types:

1- Detractor: This type is risky for the company where the detractors don't like the company because the customer faces a problem and no solution done or found bad attitude or behavior from employee.
To convert this type to promoter we must focus on customer by:
Strive to preserve relationship with the customer instead of immediate profit from them. Make customer happy now and they will reward you later.

2- Neutral: Neither happy nor sad as they found everything was ok with them as they think that they got good quality and service form this company.

3- Promoter: This the highest level of customer satisfaction where the customers are raving fans and with highest loyalty to the company and promote the company to all people around him as the best company ever.

The Equation for the NPS as follow: For Example: 100 customers commented on the company status as follow:
40 neutral, 35 promoters, 25 detractors The results was NPS = %promoter (35/100) - %detractor (25/100) = 35%-25% Therefore NPS = 10% to now your score was good or no you should be more than 70%.

Leaders and employee engagement

“Valuable employee engagement leads to higher efficiency, more eager and motivated employees, better collaboration and enhanced resolution.”
In my opinion Employee Engagement is often more complicated, because manage employee engagements as a critical business process, there are always going to be different factors in different organizations? Engagement grows when employees are recognized for taking steps toward individual and common goals; lead to serve, be impatient, coaching is a process, not only one scene. As many organizations seen that employees engagement was HR responsibilities and tasks, but my opinion this responsibilities must be straightforwardly managed by organizations leaders as they owned visions ‘that lead to the summit.We should place the employee engagement is one of the tools in hand of leaders use it as motivation and empowerment that direct the employees in achieve the pinnacle of their jobs and results.
Leaders put in the picture, what he expects and the actions he wants for execution, confidence in vision and clearly communicate expectations for each level in the organization. This makes it easier to accomplish and achieve the results needed, employees need to understand what is expected and have a clear vision to provide. Ask employees to understanding well of vision image, when they submit; they are encouraging to take the actions, ask them to execute the vision, and then employees committed to the direction leaders needed. Build effective and valuable links with employees at all levels. Encourage them as individuals to achieve vision and make the necessary steps to produce change. Leaders are keen to listen and feedback the management team, employees’ experience that they have input and be able to vote and will be more engaged in their role and other role with the company.