McKinsey did a pretty interesting study on creating a superior customer experience strategy. As you can imagine, it’s not just the actions of the front-line, customer-facing workers that adds the ‘customer first’ experience to a company, but the executives and strategy as well. The more a company invests in the interests of their employees, the closer it will get to achieving their customer goals. That sounds right.
McKinsey found 3 things to help the customer experience:
- Having quality people on your team has a direct impact on the experience of your clients. We know this and all of us are trying to hire quality people. Full employment makes it incredibly hard to accomplish.
- With so much talent in the marketplace, offering a seamless experience in the office can help attract & retain the best employees. This starts getting into the company’s culture. “Culture eats strategy for lunch every day.” — Peter Drucker.
- When your employees are happy, they are more productive which helps you cut costs. No S**t.
Why am I writing about this in my narrative? The chart below shows THE most important criteria for success in this process, which I found incredibly interesting. The number one driver for overall customer satisfaction is the Working Environment.
That is where we come in. We represent tenants in helping them find a home, negotiate a great deal, AND create a working environment to allow for a GREAT customer experience. Office space isn’t just a roof over your head anymore. Give me a call if you need help finding the right space.
Craig
602.954.3762
ccoppola@leearizona.com
When the customer experience starts at home
May 2017
By Sylvie Bardaune, Sébastien Lacroix, and Nicolas Maechler
Click here to read the whole article.
