Customer Experience Begins In House

By Maria Geokezas, VP of Client Services at Heinz Marketing
Your employees are essential to your customer’s experience with your brand. While marketing efforts may be the doorway into your organization, your frontline employees are the living room. Long term, sustainable hospitality within the “living room” of your brand is the lifeblood of customer retention and referrals. It can’t be faked or haphazard! It has to be intentional and genuine.
But “customer experience” is a squishy term and can mean different things to different people, which is why it’s important for organizations to be clear and specific about what success looks like. Three things to keep in mind:
Have a customer service strategy in place and bake it into the DNA of your company culture.
Set tangible objectives around customer experience that are actionable and measurable.
Provide thorough training in customer experience that is pragmatic and connects actions to outcomes.
Following are some best practices that