Is providing excellent Customer Experience a one-time act? Is it one person or a group within a company that is responsible for Customer Experience success? Or is it just one aspect of the product or service that creates the best customer experience?
What is Customer Experience?
The answer is quite simple: It is not about resolving a customer issue one time. It is not about a person from one functional area resolving an issue or fixing a product defect. And it is not about one aspect of the product/service offered to the customer. It is a culture that is embedded in the nerves and veins of the company. It is about every person in the company on every aspect of the product/service – doing the very best every time to every customer.
Aristotle famously said “We are what we repeatedly do. Excellence, therefore, is not an act but a habit.” This applies 100% to creating and delivering the best customer experience.
In our business which is B2B, providing the best customer experience starts from the very first time you meet your prospect before they become your customer. The very first phone call, the first email, and the first meeting where you try to convince them to become your customer and partner lays the foundation for great customer experience. The communication, confidence, attitude, interactions, knowledge, expertise, respect, and patience displayed by everyone involved during this process sets the tone for the customer experience you will provide further ahead. The commitments on creating the best customer experience do not end there. They continue to the next stages of the life cycle of the customer journey. It is based on and measured across the entire lifecycle of interactions a customer has with with you and your business.
We focus on principles that help improve airline revenue management through the best customer experiences delivered.
From the time you meet your customer as a prospect, demonstrate and explain your solution to the time when you start implementing the solution, the pursuit of customer experience excellence continues. It transitions even into the phase where you provide ongoing maintenance and support.
How to Create the Best Customer Experience?
The science aspect of creating the best customer is straightforward but, by no means simple. Having a process/workflow and tools to support customers as well as the training/skillset to resolve customer issues is mandatory. Similarly, having a product that is easy to use, intuitive, reliable, and addresses the business challenges of the customer to provide significant value to the customer is a must.
Employees involved at various touchpoints with customers need to have the knowledge, experience, and expertise to understand and resolve customer concerns. But there are other key aspects that are essential to create the best experience(s) – the communication, attitude, patience, tolerance, and respect with which your employees manage customer concerns and support.
At RTS, we treat our customers as partners in business and we fully understand that we exist because of our customers. Treating our customers right is one of our core values and it is driven down from the top. We also realize and understand that when we take care of our employees well they in turn will create the best experience for our customers with RTS.