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How can you deliver loyalty-inspiring service if your people aren’t engaged?

 

As you are well aware, business sustainability depends on loyal customers, and loyal customers result from exceptional customer service; a level of customer service that entices your customers to buy more products and in greater number.

 

The corollary to this, however, is that the failure to provide an exemplary customer experience is extremely costly, because the costs of finding new customers are significant. 

So, how much are you forfeiting by offering a less than exemplary customer experience? After all it isn't just about offering good customer service; it is also about providing better customer service than your competitors.

And, no matter how you look at it, customer service is 100% dependent on people and is therefore ultimately a people management issue. That is why you are facing the pressures you are for continuous performance improvement. But,as you know, being aware of this does not make the challenge any easier and it would appear that efforts here are not proving particularly effective.

With such extremely low levels of employee engagement delivering good customer service is next to impossible. For, as Paul Orfalea, the founder of Kinko's said, "You can't take care of your customers unless you take care of your people."

Yet, even such a progressive management tool as 6 Sigma with its "voice-of-the-customer" philosophy and focus on minimising defects, fails to recognise the people in the organisation. Remedial action revolves around three strategies, process improvement, process redesign and process management. How do you drive these with people who are disengaged?

That is why we have included "customer experience" as an integral part of our Zealise Assessment Programme (ZAP™) to assess employee engagement. We know that customer service is one of the essential capabilities of business sustainability and also figure that poor customer service is prima facie evidence of employee disengagement. We also know that poor employee engagement jeopardises your long-term sustainability and so increases your business risk. This allows us to conduct a business-focused review of your employee engagement without conducting an employee survey while simultaneously assessing your business sustainability.  

However, that is only the beginning. By extending this philosphy we can offer you a solution that embeds employee engagement and creates a corporate culture that drastically reduces 'top-down' management effort and saves you considerable time and effort while providing you with:-

• An embedded attitude of continuous performance improvement
• Customer-centricity that ensures a superior customer experience
• Organisational integrity through greater teamwork and strategic alignment.

Well, the Zealise Integrity Programme (ZIP™) is our unique human capital management approach gives you all that. It offers transformed bottom line results by providing a win-win solution that creates:

• Improved top-line results through loyal customers buying more.
• Reduced customer acquisition costs through greater customer retention and more word of mouth referrals from satisfied customers.
• Reduced rework, replacement and warranty costs.
  

To create the organisational zeal to dramatically improve employee engagement and deliver exceptional customer service that will transform your bottom line, download our FREE paper "How You Can Assess Employee Engagement Without Conducting An Employee Survey" now or simply contact us directly.