Customer

Using Your Core Values To Find YOUR Customer

A couple of people have commented that they felt it was odd for me to be talking about alignment and core values on a blog that’s focused on improving the customer experience. But the truth is when a customer finds a company who shares their values they feel better about doing business with them. That makes for a dramatically improved experience. Over the past several weeks we’ve been on a journey to develop a set of core values that will set a new direction for your company. You, as the business leader, will be happy with this new direction because …

Culture

Building A Values-Driven Culture

Today’s consumers want to do business with a company whose values they share. They understand that where they spend their money will have an impact on the world at large, and they are becoming more intentional about that impact. Customers are fickle, but having shared beliefs with a company can make a customer decide to give them their loyalty. The catch is, this isn’t an intellectual decision; this comes from the gut. Despite what your website or your advertising says, if a customer doesn’t feel your values when they walk through your door, then they really don’t exist. For your …

Strategies

Interview Strategies: Selecting The Right People

Rewards programs don’t drive customer loyalty anymore. And since there is relative parity with most products on the market today, the thing that separates one company from another is what they believe, their core values. Stating your values is easy, but living them requires a team of people who believe in them as strongly as you do. In this post I will share some strategies that will help ensure that you bring people on board who enthusiastically embrace and embody your core values. Quick Review Over the past few weeks we’ve been talking about bringing your company into alignment with …

People

Introducing Your Values To Your People

Introducing your company’s core values to your people is a little like Moses coming down the mountain with the stone tablets. It was scary and required guts, but he knew it was the right thing to do. So why is introducing your core values the right thing to do? The Best Way To Build Loyalty There is a Bain & Co. study that says that repeat customers spend 67% more money than first-time customers. But, as we discussed a few weeks back, customer loyalty isn’t what it used to be. It seems like it’s getting tougher to earn it through …