Every employee should have an own wallet to improve the individual customer experience of his company!
Customer experience is a sum of the process of contact moments with a company. What does a customer expects? What does he needs? And the most important question: why does a customer need something? Only by asking these questions during the process and focussing on the “why question”, every contact moment will match the personal needs of a customer.
But unfortunately a customer experience already starts before a contact is made. Customers are searching on Google, are looking for recommendations, etc. In this (online) world, a reputation can be broken with 1 click. And potential customers will go to the competitor.
Have you ever flown with American Airlines? And with Singapore Airlines? Then you know the difference: employees. AA has the rudest employees. And that is what most of the 1.000 travelers on the travel website Airfarewatchdog.com filled in on their survey form!
Looking at these 3 paragraphs (and it are just 3), you can see the importance of the employee. Whether it’s the online marketer, or helpdesk officer or stewardess, they all should take care about the needs of their customers.
And taking care means that employees have to act directly if they suspect that the customer is not satisfied with the service, product, etc. This is only possible if an employee has it’s own wallet to solve problems. A wallet with money and time to spend without strict procedures and approvals!