How can you foster a culture of continuous learning and improvement in customer service?

'If you are willing to learn, unlearn, and relearn, you will turn your life around. Let this be YOUR turning point' - Bob Proctor

Hire people with the right attitudes that are in concurrence to the organizations values and goals. Training not just for cx skills but also finding the alignment in the persons values and purpose of the company will be key.

Listening and responding to our cx is key! This needs to be continuous and through as many channels as possible. Responding to the customer feedback is not just for improving the service but to innovate the product, increase efficiency and reduce operational costs.

Process improvement suggestions sometimes come from customers themselves. Always be open to constructive feedback - in whatever tone it may be delivered

Just about every corporate organisation has no real understanding of customer service as they have processes that are aligned to what suits them and not the customer. They live in a sellers market with no attempt to set themselves up for a buyers market. We all know how hard it is to get through to these businesses once we have purchased a product, when they have your money they have the power and boy do they use it. Digitalisation only magnifies their power as the person to person contact diminishes, and the consumer is left frustrated wasting time on their non value add journey. I don’t believe that any of these organisations really understand SIPOC and how to apply it. I don’t think that this will ever change.

An excellent example of this step is the customer-focused initiative in one of the Apple Stores in Miami. Honesty used to be a nightmare going there: long waiting times, disorganized and uncomfortable experience. But now, they have enhanced their customer engagement by creating an interactive experience that nurtures creativity and innovation, bringing people together to enjoy a unique environment that combines Art, Learning, and Branding. This type of initiative should come with training and development opportunities for the employees. Building a purpose of service and a customer-centric mindset.