Charlotte, NC- The Daniel Group, a national expert on improving the customer experience for business-to-business companies, hired Kris Morefield to take over the Administrative Manager position.
Yesterday, a manager at one of our clients, Wagner Equipment (www.wagnerequipment.com), shared a new program they are implementing to improve the customer experience. When a transaction is finished with a customer the frontline employee asks the customer, “Did we take care of everything to your satisfaction today?” They are prominently displaying posters in all of their locations to remind customers that if they are not asked this question, they get a hat courtesy of Wagner. Wagner wants to encourage customers to let them know of any unresolved issues that they can solve.
A few days ago I searched on the words “customer service” in Google and had 956,000,000 hits. I did the same search on “employee engagement” and got 21,000,000 hits. This result is not too surprising as managers tend to focus on improving customer service without truly addressing the service delivery process more holistically. For me, this means not only a focus on the customer but a focus on the employees and the culture in which they deliver a company’s service each and every day. Why?