As you read these words a percentage of your employee base is--right this very minute--upsetting, frustrating and exasperating your customers. By providing a poor customer experience, your customers are rethinking their attitudes and choices about your company.
Even in the poor economy, customers still hold good customer service as reason for doing business with a company. So what's stopping you from becoming a Customer Experience Leader?
A recent survey showed that nearly 28% of employees don't think their company 'always' or 'almost always' delights their customers over the phone. And it's only slightly better in person.
Most companies want to "wow" their customers but don't for one simple reason: they focus too much on content or marketing and not enough on practicing how to give customers a positive experience.
myPractice can help. We are innovators in building the Customer Experience. We consult with clients on ways to build and sustain a positive customer experience from the top on down. We provide the opportunity for your employees to "deliberately" practice their skills in a safe environment and receive instant targeted coaching.
There is a tremendous body of research that support the discipline of practice. Here are just a few:
Here’s Mr. Colvin being interviewed by Charlie Rose in 2008.
This is the article that started it all for us. What It Takes To Be Great by Geoffrey Colvin. Fortune Magazine, October 2006
Geoffrey Colvin furthered his thinking on the topic of deliberate practice and in 2008 published his book Talent Is Overrated: What Really Separates World-Class Performers from Everybody Else.
The evidence for the power of Deliberate Practice comes from research by K. Anders Ericsson, Ralf Th. Krampe, and Clemens Tesch-Romer. Their paper entitled: The Role of Deliberate Practice in the Acquisition of Expert Performance has stimulated thinking by Geoff Colvin, Malcolm Gladwell (and us!).
Charlie Rose interviews Malcolm Gladwell, author of Outliners.
Many thought leaders have reported on K. Anders Ericsson’s exciting research and furthered his thinking:
Malcolm Gladwell has a chapter called: The 10,000 Hour Rule in his most recent book Outliers. Here’s Malcolm Gladwell being interviewed about it on Charlie Rose in 2008.
Stephen J. Dubner and Steven D. Levitt, authors of Freakonomics in the New York Times in an article called: A Star Is Made:
Daniel Goleman, author of Emotional Intelligence and Social Intelligence in the New York Times science section in an article called: Peak Performance: Why Records Fall.
In most domains of expertise, individuals begin in their childhood a regimen of effortful activities (deliberate practice) designed to optimize improvement. Individual differences, even among elite performers, are closely related to assessed amounts of deliberate practice. Many characteristics once believed to reflect innate talent are actually the result of intense practice extended for a minimum of 10 years.
A recent survey showed that nearly 28% of employees don't think their company 'always' or 'almost always' delights their customers over the phone. And it's only slightly better in person.