Congratulations to our two SHRM $1,000 prize winners!
** The Customer Experience Mindset
89% of companies believe customer experience will be the most important competitive element in 2016, compared to only 36% in 2010 (Gartner, 2015). These numbers prove that customer experience is not a trend, and that it’s worth investing in. Bain found that 80% of companies believe they deliver a superior customer experience. But how many of their customers agree with them? Only 8%.
Customer experience has to be the most important consideration for companies, because easy access to information, quality, and technology has resulted in all products looking alike and providing similar experiences.
What is customer experience? It is defined by the place, process, and people. Place refers to the environment, whether online or in a store. Companies invest in retail environments with makeovers and upgrades. Customers appreciate it, but it doesn’t create advantage; it just removes disadvantage.
Process is about the way the experience is delivered, and the time it takes. Technology creates distinct advantages in delivery because millennials prefer to utilize it as part of an experience. With ready access to technology today, companies that are not utilizing it are missing an opportunity. People refers to the attitudes and mindsets of the people who deliver the experience.
Of these elements, people provide companies the greatest opportunity to stand out. The people delivering an experience are the one element that can’t be replicated. Their ability to engage with customers makes customers feel good; that’s something they will want to revisit. Consider whether you have the right people in place to build lasting relationships and to offer a superior customer experience.
Your brand is your reputation, and your reputation is your people’s ability to deliver on your brand promise. You can spend a lot of money on marketing your brand promise, but if your operations are not delivering on that promise, then your brand is in trouble.
So, the question is, what are you doing to improve your customer experience?
** – Shane Green, Founder & President of SGEi
Want to learn more about The Customer Experience Mindset? Check out this video of Shane Green speaking in 2015.
** SGEi Credentials
Thank you to our team for submitting your information on SurveyMonkey to establish SGEi’s credentials. From that survey, we have some exciting numbers to share. SGEi has:
* 392 years in hospitality
* 414 years in operations
* 624 years in leadership
* 315 years in executive-level leadership
* 350 years in content development
* 51 years in graphic design
* 227 years in branding & marketing
* 569 years in training
* 321 years in coaching
* 266 years in consulting
* 210 years in keynote
Perhaps most excitingly, we have 149 collective years of experience working for SGEi, together. Thanks to our team for your collaboration on this survey.
** Learning Lessons
25% of employees report they would be happier if they were given the opportunity to do what they do best. –
Training & development spend rose 15% in 2014.
– Bersin by Deloitte, 2014
40% of employees who receive poor job training leave their positions within the first year of employment. They cite a lack of training as the principal reason for moving on. – Go2HR, 2015
A $1500 investment in employee training results in 24% higher profit margins. – Business Week Workforce Study, 2015
Copyright © 2015 SGEi, All rights reserved.