#1
Empowered employees report sudden urge to care about customers
(hint: your culture matters big time)
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You can have the fanciest technology, the sleekest processes and the flashiest brand in the market, but if you think culture is that thing growing on the half-eaten yogurt at the back of the office fridge: game over.
Great customer care isn’t about following a script — culture eats scripts for breakfast!
It’s about empowering your people to make split-second decisions that leave customers saying, “Wow, they really get me.”
A stellar customer care culture doesn’t happen by accident. It’s built, nurtured and baked into every interaction.
→ Why culture is the real MVP
Sure, handbooks and training programs are helpful, but no manual can teach your team to care. True customer care comes from the top down. Leaders who inspire and motivate their teams to embody a customer-first attitude create a ripple effect.
A strong customer care culture improves service and powers loyalty, advocacy and happier employees. Look at it this way: customers feel valued, employees feel empowered and your brand gets to bask in the glow of five-star reviews.
→ Transparency is your culture’s oxygen
If you want a customer care culture that thrives, start with transparency. Communicate regularly with your team about the “why” behind decisions. Show them the bigger picture and how their work directly impacts customer happiness. When employees feel included, they’ll be more invested in delivering exceptional care.
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If you want a customer care culture that thrives, start with transparency.
→ Building brand ambassadors through training
“I’d love to sit through another training by PowerPoint deck!” — Said no one… everrrrrr
If your employee training is like this, then you’re doing it wrong (sorry, not sorry).
Dynamic, engaging training programs immersed in your brand are the ticket to keeping your team motivated and equipped to handle customer curveballs. Think interactive workshops, real-world scenarios and ongoing skill-building that evolves with your customer needs.
With the right approach, your team won’t just answer calls — they’ll become brand ambassadors who will champion your mission.
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Dynamic, engaging training programs immersed in your brand are the ticket to keeping your team motivated and equipped to handle customer curveballs.
▶ Turning “meh” into memorable
Your employees need some elbow room to make judgment calls and good decisions focused on customers. Create clear guidelines, resources and support, then give them the freedom to think on their feet. According to customer experience expert Shep Hyken, there are four questions to help employees make good decisions:1
1. Revenue
Will a decision I’m making for the customer cost the company extra money? Most of the time, the correct answer is no. That said, sometimes it’s okay for it to cost extra. The employee needs to know how far they can go.
2. Retention
Will a decision I’m making for the customer cause them to want to continue to do business with us? Obviously, the correct answer is yes.
3. Reputation
Will a decision I’m making for the customer enhance the reputation of the company? The answer is yes.
4. Referrals
Will a decision I’m making for the customer make them want to refer the company? I hope so! Of course, the answer should be yes.
Because empowered employees have the autonomy to make decisions, they’re more confident and can therefore respond faster, offer more personalized solutions and, ultimately, turn a “meh” experience into a memorable one.
1 Shep Hyken, “How to empower employees to make good customer decisions,” hyken.com.
→ Recognition: the fuel for greatness
Everybody likes a pat on the back (give yourself one right now for reading this ebook!).
Regularly recognizing and rewarding your team’s efforts is critical in building a strong culture. Whether it’s a shoutout in a team meeting or a formal rewards program, showing appreciation keeps morale high and motivates your team to go above and beyond.
A culture with frequent employee recognition is good for your customers and business alike. According to a recent study, by making recognition an integral part of company culture, a 10,000-person organization with an engaged workforce can save up to $16.1 million annually due to lower employee turnover.2
When your employees are engaged, motivated and empowered, they’ll deliver service that inspires loyalty and advocacy.
Don’t leave your competitive edge up for grabs — your culture is an important part of your brand’s DNA and should help you stand out in a crowd.
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By making recognition an integral part of company culture, a 10,000-person organization with an engaged workforce can save up to $16.1 million annually due to lower employee turnover.
2 Workhuman, “From praise to profits: The business case for recognition at work,” workhuman.com.
Case study
▶ A people-centric coaching platform transforms employee performance and empowers teams
Foundever® redesigned its legacy performance management tool to create iCoach, a digital, people-centric platform for performance and coaching. By collaborating with employees globally, the organization leveraged surveys, user testing and workshops to design a platform that truly met their needs. The outcome was a unified solution that streamlines performance management, empowers managers and drives measurable results.
iCoach is a tool that enables teams to focus on high-value tasks with features like customizable team views, advanced analytics, retention planning and continuous performance management. By putting employees at the center of design, Foundever created a platform that delivers lasting value for employees and clients and, ultimately, drives better experiences for customers.
■ Key outcomes
reduction
in time to complete KPI diagnostics (from 180 sec to 13 sec)
of global workforce
coaching frameworks deployed via iCoach
increase
in user satisfaction (based on employee survey)
boost
in performance for clients using the platform
Ebook
The new customer care playbook
