In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.
After discovering who the best of the best are, we picked their brains to discover why they are the best of the best. The following are the experts’ best practices for delivering exceptional customer experiences.
The Magic is in the Client-Facing Employee Team
Brittney Kocaj, Federal Tax manager at Crowe Horwath LLP, credits her team and says she couldn’t do it without them. “The team I work with most closely has been recognized many times for providing exceptional client service. It’s just how we do business. Because it’s emphasized at the leadership level, we embrace the culture of taking the client needs into consideration when all decisions are made. I find myself always being an advocate for the client, whether it means pushing the other members of the engagement team to ensure we meet client deadlines or taking extra time to hear and address client concerns and questions.”
“I feel good about the work that I do,” she says about her client-facing work. “I enjoy the work so much more when my clients appreciate my efforts.”
All Day, Every Day, Stay Customer-Centric
Brittney doesn’t have a long list of tips, tricks, and advice to give to people starting out in an occupation directly involving customer interaction; she has a description of her way of life. “Providing an exceptional client experience means consistently going above and beyond. When it’s engrained in my daily routine, it’s much easier to continue.”
She does specifically mention that she finds being very responsive to your customers and providing valuable ideas contributes to a great overall customer experience.
Remember, Your Customers Are People Too
She also makes sure to point out that you should get in the habit of personifying your customers.
“Always remember that our clients are all individuals who have many tasks and responsibilities to manage. Working with Crowe on a tax or audit engagement may only be a small part of the job that our clients do and working to make sure that it runs smoothly for the individuals involved and that they feel valued for their hard work and contribution are important. We’re all human and the basic respect I provide for the clients I work with goes a long way.”
Brittney also knows many of her clients on a personal level, and she believes that can contribute to the relationship.
Learn from the People around You
When asked about where she finds inspiration, Brittney brings it back to the team. “I take cues from the people I work with every day," she says. "Early on, I learned to mirror the actions and mentalities of those I look up to. Of all the incredible leaders that I work with at Crowe, I identify the behaviors that make them good leaders and great professionals and do my best to learn those characteristics.”
What You Can Learn (for Free) From Your Own Brand Ambassadors
Your Brand Ambassadors are your experts, tuned to your business, and closest to your customers. Utilize their knowledge. These individuals will give you a ground-level view of the customer’s needs and wants.
Sit down with them, and just chat. Asking questions like, “What do you think customers really need?” and “What could we do better for the customers?” will give you insight you never had before.
If you don’t know who your Brand Ambassadors are, simply pick a person that has received customer kudos most recently. Ask him/her questions about the specific event that warranted the positive customer feedback. I guarantee you’ll come away from that “free” conversation with something that is priceless.
Become More Customer-Centric Today
Are you interested in discovering your true Brand Ambassadors? Do you want to be more customer-centric? Then check out our free customer centricity self-assessment tool.
Topics: Employee Experience, Customer Experience
