Leaders are in a prime position to drive customer obsession from the top. Highlight customer obsession principles during executive conversations and work them into strategic planning. Remember: If you’re asking your employees to carry out a customer-focused strategy, you should be doing the same with internal processes. On that note, it’s important to create a customer-centric sales process, according to Miller.
When planning your sales process
make sure your organization is operationally prepared to serve every account, delivering resources when and as they need it,” Miller said.
Beyond foundational processes, make sure your top leaders consistently model customer obsession. Prioritize customer needs in every conversation. Share insights and data on the customer experience as america phone number list often as possible to show that you’re paying attention and to help others understand how they can make it even better. As you guide your teams to consider customers’ views, seek out and share stories of employees throughout your ranks who’ve shown healthy customer obsession. And reward it when you see it.
Along with asking leaders at all levels to model customer obsession, consider hiring an internal champion to help foster customer obsession and oversee your entire customer experience.
6. Work customer obsession into regular employee training
Institutionalizing customer-obsessed behaviors and processes fosters customer obsession, from pre-sales to post-sales. Training can play a huge role in this process. Consider working customer obsession into employee onboarding sessions, quarterly training refreshers, and learning resources. You might even include role-playing scenarios bfb directory during sales kickoffs.
Explain customer obsession to new hires and share examples of how real-life employees have embodied it. Provide guidelines specifically focused on how to speak with and serve customers.
You can also train them by role-playing
various scenarios, like being faced with a request you don’t know how to frame your selling language handle,” Miller suggested. “Explain what you expect in terms of how they should respond, and share examples of how your employees have responded well to similar situations in the past.”
To that point, ask managers and supervisors to regularly look for and report customer-obsession examples they see in the field. Then you can both award that mindset and use those examples in future training sessions and professional development modules. The more often you can engage employees with the customer-obsessed mindset and reward it, the more ingrained it will become in their day-to-day behaviors.
Example: USAA consistently earns high scores for customer satisfaction, including a Net Promoter Score (NPS) well above the industry average. That’s all thanks to effective customer-focused employee training, including mock boot camps that encourage empathy to better understand customers.