An Engaging Company Culture Produces an Exceptional Customer Experience

In theory, customer experience and company culture might seem unrelated, but in actuality, an appealing company culture leads to an enhanced consumer journey. It’s no secret that employees who are happy with their company are more likely to have better customer service skills, therefore leading to a better experience to the clients they serve.

“Every single interaction, the most minute details of the interaction you have with your customer, are an opportunity for you to create something remarkable.” Joey Coleman, CX Expert and Co-host of Experience This!

If there’s anything we’ve learned over the past couple years, it’s that a seamless experience is vital to customer retention and satisfaction. It also means your customers will spend more. In fact, 86% of buyers are willing to pay more for a great customer experience. Detached employees, however, are less likely to give 100% when serving customers. Implementing a culture of service in your company can help resolve that issue.

This type of culture can be curated in many different ways, starting by having an ‘open door’ policy extending from top management positions all the way to entry level employees. Effective business communication help all employees be more aligned with core company values. It’s main purpose is to improve organization, reduce errors and keep employees informed. Allowing employees to ask questions directly to the executive team shows them their voices are heard.

The key to service culture is creating an environment that is customer-focused. That means everyone in the company  knows how they impact the entire customer experience and  every decision is made with the customer in mind.

“A service culture doesn’t happen by accident. The company is always a reflection of the person at the helm. Their attitude, their values, and their commitment to service excellence will drive the actions of others in the organization. Always has…always will. – Mac Anderson, Author: 212 Service: The 10 Rules for Creating a Service Culture.

A seamless customer experience happens when the company radiates their commitment to service excellence and it all starts with the employees. When trying to improve the consumer journey in your business, first look internally and solve how you can best serve your employees. In an age when personal connections and interactions are of peak importance, it may make a difference in your overall success.