Ever wonder why some brands have customers who are more loyal than a golden retriever? The secret ingredient is consistency!
What does consistency mean, though?
It means practicing your plays. Could you imagine how messy the football field would be if teams didn’t practice? Now put that into the context of leadership and your team.
To combat that today, we’re diving into part 3 of customer experience addressing why ‘Consistency is Key’ in turning one-time buyers into lifelong fans and how you can dial up the C.H.A.R.M!
I talk about:
- McKinsey Customer Service Consistency
- C.H.A.R.M Methodology
- Analyzing and actioning the different channels our customers are coming from
- How people create the Brand Promise
- Why hospitality is not common sense
- Meeting customers where they are at
- …And more!
Memorable Quotes:
- “When a customer feels like the experience provided is consistent and they’re satisfied, it increases customer loyalty and retention by 20% and revenue by 15%.” – Crystal D’Cunha
- “As we’re rebuilding, we want to make sure that we’re maximizing every single opportunity and consistency. We’ll really help you to establish your brand to being a loyal one and allow you to keep your customers and your employees.” – Crystal D’Cunha
- “You’ve taken the time to hire great talent. Now use that great talent, allow them to have some autonomy and use this to be able to create that consistency and service.”- Crystal D’Cunha
- “You trust somebody because of the level of consistency in the experience that you’ve received from that person. And so a customer is doing this from a brand perspective.” – Crystal D’Cunha
- “I literally kept that bottle of hot sauce in my bag for the seven days that I was in London, and I used it everywhere, but it was such a nice gesture that he remembered, and I didn’t even know that he knew what room I was in or how I got. I ordered room service. How would he know that that was me, the same person that was downstairs? I mean, he must have, I don’t even know. But it doesn’t matter because it was a moment of magic.” – Crystal D’Cunha
Resources Mentioned:
Customer Service Excellence Training:
https://gettheinsideview.com/project/customer-service-excellence/
Customer Journey Mapping Training:
https://gettheinsideview.com/project/customer-journey-mapping/
Apply for the next cohort of the Leadership Experience Excellence (January 23rd & 30th, 2024): https://gettheinsideview.com/project/lxe/
FREE DOWNLOAD – 60 Days to Customer Experience Success!: https://22243350.hs-sites.com/free-guide-0
FREE DOWNLOAD – 20 Virtual Team Building Activity:
https://gettheinsideview.com/team-building/
DEI Training: https://gettheinsideview.com/project/diversity-inclusion/
Are you ready to design a dynamic team environment, engineer epic customer experiences, and MAXIMIZE PROFITABILITY & BUSINESS GROWTH? If this sounds like you – Then I’d be delighted to chat! Click the link below to connect! 30-minute calls: https://calendly.com/crystaldcunha/30min
Fascination Advantage: https://www.howtofascinate.com/
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