Did you know that United Airlines was involved in one of the worst public relations disasters of our time? In essence a customer who had a poor experience decided to take their experience public, which today has over 15 million views on YouTube and growing. You can view a video on the experience here.
Do your employees understand what it is that your customers value?
Are employees given the authority and autonomy to take action and ensure every customer has a great experience?
Do employees have the capacity to create customer value?
In this brief video I outline several proven practices on how your employees can deliver consistent value to your customers, helping to build stronger more sustaining relationships.
Question: Is your business at risk of being destroyed by a poor customer experience? How can you incorporate ideas from the video above to build stronger and more sustained customer experiences?
© Shawn Casemore 2015. All rights reserved.
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