QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media.
Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. Customers seek the best emotional value in their experience. And their best emotional value is in your people’s personalized interactions, not your “cash or credit” business transactions. So, when customers rave about your people, then you should do the same. When you recognize and reward your people, they will feel respected, appreciated, and valued. When you create a GREAT experience for your people, they will do the same for your customers, and everyone’s lives will be enriched, financially and emotionally. Soon, you will earn the loyalty of both. A win-win-win situation: Your customers, your people, and you.
#customerservice #customerexperience #customerloyalty #employeeexperience #custserv #custexp #cx #ex
BILL QUISENG | Deliver the World's Best Customer Experience 
I love this emphasis on empowering employees to deliver the experiences that drive genuine customer loyalty. Creating a culture of recognition is vital, but it can be tricky to know exactly who’s driving those rave reviews. That’s where platforms like SogoCX come in. Beyond traditional survey questions, it allows you to pinpoint the specific employees mentioned in customer feedback through text analytics. This ensures personalized, meaningful recognition, which reinforces the behaviors that resonate most with customers and builds real employee engagement.