This is a piggy-back off my previous blog post Customer Success vs Customer Experience. I recommend reading that before diving into this post.
Personally, I live life by very few rules. One of these rules, thanks to my favorite TV character, Barney Stinson, is to be “Legen … wait for it … DARY!”
To be legendary is to make a lasting impact on those you come in contact with. To be legendary is to not do anything half way but to fully commit to your dreams, goals, and ambitions.
Now to tie that into the point of this blog post: to provide a legendary customer experience is to treat every customer as if they are your first. You commit to them. You do everything you can to help them see long-term value in your product or service. You see them as the key to generating more customers and long-term growth for your organization.
So how do we get to this point will all of our customers?
Well, it all starts internally within our organization. One of the best interviews on Customer Experience is on The Relentless podcast.
Customer Experience Expert, Liliana Petrova, is interviewed and talks about the importance of “starting from the top” when creating your customer experience. “It starts with culture. This is the only thing that allows you to scale.” She says. Regarding CEO’s, if they can be engaged with their employees and make them feel valued and happy, then the employees will have a greater desire to make their customers happy.
“It starts with your connection with your team and building that trust. And they will become even better versions of you, who knows?!”
She also emphasizes the importance of having a vision for your customers. Otherwise known as a customer journey. A quality customer journey has touchpoints and each of those touchpoints needs to be constantly evaluated to ensure the customer is getting the best experience throughout their lifecycle.
Listen to the full episode here: https://open.spotify.com/episode/2w46FUuBdFIIBZNsUpuyMJ?go=1&utm_source=embed_v3&t=0&nd=1
Check out Liliana’s website: https://thepetrovaexperience.com/
I grew up in McKinney, Texas — a suburb of Dallas. There was a Papa Murphy’s pizza store not too far from my house. Since my family is of Italian descent, we love pizza. Like a lot. We would go to Papa Murphy’s more times than I care to admit.
For those that are not aware of this particular pizza chain, it’s “Take and Bake”. Meaning, they put the pizza together with fresh ingredients, and then you take it home and bake it.
Every time we would go into this place, the incredible aroma of fresh pizza dough and toppings filled the air. The workers were lined up at the assembly line with smiles on their faces ready to put the pizzas together. The owner and manager were always warm and welcoming. The service was quick, the prices were reasonable, and the product was always exceptional.
Well, in my senior year of high school, I got a job at this Papa Murphy’s store and learned very quickly why their customer experience was the way it was.
The owner and manager ran a tight ship and expected the employees to deliver exceptional service. And at the same time, treated us all with the same respect they expected us to deliver to every single one of our customers.
They also trained us well enough so we knew what duties we had to do all hours of the day in order to be prepared to deliver a legendary customer experience. Such tasks like keeping up with toppings and ensuring they are well-stocked, baking and cutting pizza dough, cleaning the assembly line and floor, and ensuring the promotions and discounts were up to date and well-advertised were some of the many duties they expected us to keep up with.
While I may have only been 17 at the time, I learned a very valuable lesson from David (the owner) and Karri (the manager). It’s the same lesson taught by Liliana Petrova.
Happy employees and a well-thought-out customer journey are exactly what every organization needs (whether you’re a Fortune 500 company or a local pizza chain) to scale and succeed. Doing this will lead you to make a long-lasting impact on your customers. Or in other words, a legendary impact!
In other words…
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer [journey] a little bit better.” Jeff Bezos
For more content, check out my website www.cswhisperer.org