The 4 Basic Behaviours of Service Excellence
So much is written about customer experience that it often goes in one ear and out of the other.
The key to success in any subject is to keep it simple and do it well.
So, what are the 4 Key Basic Behaviours of Experience Excellence?
Well, if anything is right, it has to be common sense: so all these behaviours must follow the common sense rules of all behaviours …
Rule 1: our beliefs drive our emotions
Rule 2: our emotions drive our behaviours
Rule 3: our behaviours produce our results
Rule 4: our results reinforce our beliefs
So, applying this to customer experience …
Rule 1: believe that great customer experience is your product: this is what produces success (NOT your product)
Rule 2: know that emotions drive behaviour: what emotions do you want your customers to have in order to be loyal to you? What emotions do you want your staff to have to be engaged and motivated by you?
Rule 3: what behaviours are realistic, consistent and sustainable: consistency is more important than occasional excellence (as McDonalds have proven so well!), so constantly seek to improve behaviours and consistency little by little, every day and every week (remember Kaizen?)
Rule 4: measure your results: as well as your profits: the results you need to measure are your customers’ opinion of you, because this will determine your future success (we’ll tell you how to do this simply and cheaply in a later top tip).
So: Learn and inwardly digest these 4 basic behaviours of experience excellence.