SlideShare a Scribd company logo
1 of 9
Download to read offline
CREATING THE REMARKABLE:

4 RULES TO UPGRADE
CUSTOMER EXPERIENCE
RULE #1
UNDERSTAND
THE “WHY”

What is your purpose? Why are you in
business? Define what you believe in and
communicate it clearly, over and over again.
Dialogue is not in the call center business ,
we believe that we sell an experience. We
are here to blossom the relationship

between the consumer and the brand. As
Simon Sinek says in the book “Start with
Why”, people don’t buy what you do, they
buy why you do it
START WITH YOUR
RULE #2
EMPLOYEES
Attitude trumps experience in most
situations. Do they genuinely work well with
others and look at the positive of
situations? Would they grow into a
mentoring leader or a finger pointing boss?
Hire team members that are truly interested

in your mission and are passionate to help
you achieve it. Avoid hiring cultural
detractors even if they do have the most
experience.
RULE #3
REMOVE ROADBLOCKS

Customer experience can easily be
overwritten by financial goals, cost-cuts and
fear of change. Everyone at your
organization, needs to be on board with the
idea that the customer experience is always
the top priority.

Anything that hinders the quality of the
customer interaction should be immediately
evaluated. Have team members ask
themselves “Does this allow for the very
best customer experience?” If the answer is
no, reevaluate and be vigilant about
reinforcing your mission.
RULE #4
UNDERSTAND THE CONSEQUENCES
RULE #3
REMOVE ROADBLOCKS

No one can successfully compete on a
product, service or price alone. Customer
service is the driver for loyalty…how do you
think Starbucks and Zappos got so big? Their
success came from word of mouth referrals
by loyal customers based around the

remarkable customer service that they
received. Help your team members
understand the consequences of not being
remarkable.
60% higher profits are reported
by companies that prioritize the
customer experience.

Murphy, E.C., Murphy,M.A. (2002) Leading on the Edge of Chaos: Prentice Hall Press; 1st edition
89% of customers will take their
business to a competitor
following a poor customer
experience.

2011 Customer Experience Impact Report conducted by Harris Interactive
After a poor customer experience,
more than 26% posted negative
complaints on social media.

2012 Oracle White Paper “Seven Power Lessons for Customer Experience Leaders”
www.Dialogue-Marketing.com

More Related Content

Recently uploaded

Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsP&CO
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsWristbands Ireland
 
Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)Lviv Startup Club
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
Scrum Events & How to run them effectively
Scrum Events & How to run them effectivelyScrum Events & How to run them effectively
Scrum Events & How to run them effectivelyMarianna Nakou
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
Trauma Training Service for First Responders
Trauma Training Service for First RespondersTrauma Training Service for First Responders
Trauma Training Service for First RespondersBPOQe
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentationbaron83
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024Stephan Koning
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...Brian Solis
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.ukaroemirsr
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examplesamberjiles31
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...AustraliaChapterIIBA
 
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)tazeenaila12
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursKaiNexus
 
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptxHELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptxHelene Heckrotte
 
MC Heights construction company in Jhang
MC Heights construction company in JhangMC Heights construction company in Jhang
MC Heights construction company in Jhangmcgroupjeya
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBBPMedia1
 
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptxChapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptxesiyasmengesha
 

Recently uploaded (20)

Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizations
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and Festivals
 
Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
Scrum Events & How to run them effectively
Scrum Events & How to run them effectivelyScrum Events & How to run them effectively
Scrum Events & How to run them effectively
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
Trauma Training Service for First Responders
Trauma Training Service for First RespondersTrauma Training Service for First Responders
Trauma Training Service for First Responders
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentation
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.uk
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examples
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
 
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, Ours
 
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptxHELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
 
MC Heights construction company in Jhang
MC Heights construction company in JhangMC Heights construction company in Jhang
MC Heights construction company in Jhang
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
 
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptxChapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
 

Creating the Remarkable: 4 Rules to Upgrade Customer Experience

  • 1. CREATING THE REMARKABLE: 4 RULES TO UPGRADE CUSTOMER EXPERIENCE
  • 2. RULE #1 UNDERSTAND THE “WHY” What is your purpose? Why are you in business? Define what you believe in and communicate it clearly, over and over again. Dialogue is not in the call center business , we believe that we sell an experience. We are here to blossom the relationship between the consumer and the brand. As Simon Sinek says in the book “Start with Why”, people don’t buy what you do, they buy why you do it
  • 3. START WITH YOUR RULE #2 EMPLOYEES Attitude trumps experience in most situations. Do they genuinely work well with others and look at the positive of situations? Would they grow into a mentoring leader or a finger pointing boss? Hire team members that are truly interested in your mission and are passionate to help you achieve it. Avoid hiring cultural detractors even if they do have the most experience.
  • 4. RULE #3 REMOVE ROADBLOCKS Customer experience can easily be overwritten by financial goals, cost-cuts and fear of change. Everyone at your organization, needs to be on board with the idea that the customer experience is always the top priority. Anything that hinders the quality of the customer interaction should be immediately evaluated. Have team members ask themselves “Does this allow for the very best customer experience?” If the answer is no, reevaluate and be vigilant about reinforcing your mission.
  • 5. RULE #4 UNDERSTAND THE CONSEQUENCES RULE #3 REMOVE ROADBLOCKS No one can successfully compete on a product, service or price alone. Customer service is the driver for loyalty…how do you think Starbucks and Zappos got so big? Their success came from word of mouth referrals by loyal customers based around the remarkable customer service that they received. Help your team members understand the consequences of not being remarkable.
  • 6. 60% higher profits are reported by companies that prioritize the customer experience. Murphy, E.C., Murphy,M.A. (2002) Leading on the Edge of Chaos: Prentice Hall Press; 1st edition
  • 7. 89% of customers will take their business to a competitor following a poor customer experience. 2011 Customer Experience Impact Report conducted by Harris Interactive
  • 8. After a poor customer experience, more than 26% posted negative complaints on social media. 2012 Oracle White Paper “Seven Power Lessons for Customer Experience Leaders”