Tag Archives: empowerment

Why People Empowerment is Essential to Delivering Memorable Customer Experiences

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Uber, a 5 year-old company recently valued at more than $60 billion, has smashed the taxi networks’ monopoly in many countries. Traditional taxi drivers were expected to follow rule-book procedures with little thought of passengers’ problems and experiences. Uber drivers have a mandate to satisfy and delight customers and they are empowered to do so. High customer satisfaction rates get drivers more jobs showing a direct connection between customer experience and success for Uber and for their drivers.

Costco employees are empowered to take back products purchased by their customers – no questions asked. This saves any potential embarrassment for customers and employees alike. Costco members are loyal and enjoy their experience more because they know if they make a poor purchasing decision, they can return the goods without any hassles.

UK retail giant Waitrose won an award at the UK Customer Experience Awards last year with an initiative called “Licence to Thrill”. This empowered customer service employees to go beyond the rules resulting in improved customer satisfaction rates and sales.

For employees to be effectively empowered they need to have the freedom and desire to act for the customer, the skill to implement the desired solution for the customer and the confidence to carry it through. In organizations that do not have a customer-centric culture this is very difficult for people to do. They will be restricted by a rule-book of business-centered processes, will have reduced motivation to act outside the “book” and will lack confidence – believing their decisions to help the customer will not be supported by their managers.

A strong customer culture embraces employee empowerment to satisfy customers resulting in memorable customer experiences, brand loyalty, increased customer retention and advocacy – and sustainable revenue and profit growth.

Read more about it in The Customer Culture Imperative.

Empowering Employees to do the right thing for customers

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When we measure the customer-centric culture of organizations around the world, one of the recurring themes is a low score on “empowerment”.

Lack of empowerment – real or perceived – has a huge impact on the ability of frontline staff to solve a customer’s problem. It also has a big impact on costs and is seen in many ways – duplication of work, mixed messages to customers, bottlenecks and slowdowns in customer service, and new product introductions – just to name a few.

For frontline staff to be empowered to solve customer problems or rapidly respond to customers’ requests a business needs a culture that encourages staff to be accountable for ensuring a solution for the customer is delivered. They need to have the confidence to make a decision that is right for the customer without fear of retribution from their managers if it seems to cost the business money. If they can’t fix it themselves they need to be confident that those who are alerted to the issue will fix it for the customer quickly.

A great example of this is seen in the hospitality industry. Chateau Elan, a boutique resort hotel with a property each in the United States and Australia has created an empowered culture in which a customer can ask any member of staff to do something for them – book a restaurant or a cab or get extra towels in their room. The immediate response by the hotel employee is “consider it done!”

This is an emphatic promise to the customer that it will be done. Not only does it give confidence to the customer but it empowers staff to collaborate and ensure the customer is satisfied.

How do you go about creating a customer culture of empowerment in your business?