A couple of weeks ago the Snowfly President (Darrin Briggs) wrote this on LinkedIn:
Anyone who believes they are not in “Customer Service” is deceiving themselves. Just like anyone who thinks that they are not in “Sales” doesn’t understand that you are always selling something to someone (whether internally or externally or even just selling yourself to your friends, family, coworkers or supervisor). This is what #EXinCX is all about.
The “employee experience” in an organization is woven into the “customer experience” and that comes down to us as individuals understanding that we are ALL in customer service and sales and if we do that, the customer will benefit as well.
At Snowfly this is how we operate. Every member of our team knows that customer service is how we stay in business.
This message needs to come from the top down. Every executive, director, manager, supervisor, and team lead should share this message with everyone.
This message should also come from the bottom up. That is, the newest employee, or the most entry level role, should share this same message.
When your message is “excellence in customer experience,” and you share this message by word and example, you are defining and reinforcing a culture that everyone knows and believes in. When you take care of customers even if that means you need to put projects on hold, your team knows that customers matter.
When your team knows, because it comes from the top and the bottom, that everyone is in sales, you create a culture of increasing sales. Not just bringing in customers to increase your top line, but because you believe in your products and services, and you want to share the goodness. Your team knows that customers love them, and they want more customers to come on board.
How is your culture? Can you confidently say that you have a healthy culture of customer service, or sales?