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Employees Must Embody the Customer Experience

The most effective customer service agents are the ones who can connect with the customer on an emotional level and truly feel a personal responsibility to help the customer. Not only does this provide a better customer experience, but also, a recent article by Michael Lowenstein says that it provides a positive impact on the agent’s work experience.

Customers that are part of your company’s decision-making process and are actually engaged in your company will be more likely to remain loyal and give you valuable insights. If customer service representatives can make an emotional connection with your customers, it will help develop trust in your company for your customers. Lowenstein says that your agents are the ambassadors of your company and they are a major (if not the biggest) factor in creating a partnership between your company and your customer. It’s crucial that you combine the agents’ ambassadorship and connection with the customers with the company’s value proposition. This means that every employee on every level needs to have the customer experience in mind daily as part of his or her job.

Having agents focused strongly on the customer experience will deliver a positive experience and environment for both the employee and the customer, which will lead to loyalty from both sides. Some people think that having happy employees alone will cause a positive customer experience, but this isn’t the case. Lowenstein states that employee satisfaction alone isn’t enough to drive customer engagement. The most significant factor to provide a quality customer experience is that employees (from entry level all the way up to C-Level) need to fully deliver on your company’s promises and completely embody the intended customer experience.

This blog post is based on an article from CustomerThink. To read the original article, please click the link below: 

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value? – Michael Lowenstein, Ph.D., CMC

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