Improving brand advocacy among employees is certainly a topic of conversation in many organisations today.…
Amazon has bagged the much-coveted number one spot in the Institute of Customer Service’s (ICS) Customer Satisfaction Survey 2016. We take a look at what customers really want (and how to give it to them!).
Yep. Customers told the ICS that competence is their number one priority. And to boost competence you need training and lots of it. Insight Squared’s Collin Burke, says: “It’s getting people on board to start with and then constantly reinforcing.”
Attitude and behaviour
The ICS survey revealed that employees’ attitudes and behaviour are much more important to customers now than five years ago. And of course that doesn’t just mean call centre employees. An article by SurveyMonkey encourages companies to look at every touchpoint in the customers’ lifecycle.
It sounds simple, but ‘Helpfulness of staff (in person)’ rose from 21st to fourth place in the ICS rankings. But how do you make employees more helpful? In a round-up of lessons from John Lewis (often cited for its fantastic service), a blog published on Smarta.com suggests that you teach employees protocol ‘but empower staff to make decisions themselves.’
Want some best practice examples?
Then take a look at our round-up of last year’s Customer Engagement Conference.