How do you co-create a better customer service model with customers and employees?

2 Involve your employees

The second step to co-create a better customer service model is to involve your employees. Your employees are the ones who interact with your customers on a daily basis. They have valuable insights and ideas on how to improve your service. You can involve your employees by creating a culture of feedback, empowerment, and recognition. You can also use tools and techniques such as brainstorming, prototyping, testing, and co-design to encourage their participation and creativity. By involving your employees, you can leverage their skills and knowledge and boost their engagement and satisfaction.

3 Align your vision and values

The third step to co-create a better customer service model is to align your vision and values. Your vision and values are the guiding principles that define your purpose, mission, and identity. They communicate what you stand for, what you offer, and how you deliver. You need to align your vision and values with your customers and employees to ensure that you are on the same page and share the same goals. You can align your vision and values by communicating them clearly, consistently, and authentically. You can also use stories, symbols, and rituals to reinforce them and create a sense of belonging and loyalty.

4 Evaluate and improve

The fourth step to co-create a better customer service model is to evaluate and improve. Your customer service model is not a static or fixed entity. It is a dynamic and evolving one that needs to adapt to changing customer needs, expectations, and feedback. You need to evaluate and improve your customer service model by measuring its performance, impact, and outcomes. You can use metrics and indicators such as customer satisfaction, retention, loyalty, and advocacy. You can also use methods such as surveys, reviews, testimonials, and case studies to collect and analyze customer feedback. By evaluating and improving your customer service model, you can ensure that it is relevant, effective, and valuable.