Written by Sonal Jaiswal | Evangelist, Customer Guru
This week. Customer Guru brings some amazing Customer Experience lessons ‘brewing’ from Howard Schultz, CEO and founder of Starbucks. It is no mean feat to run the biggest coffeehouse chain in the world, and Schultz has been doing an amazing job at that. Along with that, Howard Schultz is a strong believer and an outstanding example of building a business on customer experience. Here are some of his CEx gems:
Great companies that build an enduring brand have an emotional relationship with customers that has no barrier. And that emotional relationship is on the most important characteristic, which is trust.
Is trust not the essence of any relationship? A customer who trusts a brand will always come back. It could be trusting a brand to provide the best service, to not disappoint him, to sort his problems and to make him more happy!
When you’re surrounded by people who share a passionate commitment around a common purpose, anything is possible.
This is specially true for the Customer Experience experts and honchos. Build a team that is as passionate about improving customer experience as you are. While employees can be trained, it is important for them to have an inherent penchant about being customer oriented. As a leader believe that you can change the world, because if you believe you can, then you most certainly can!
If people believe they share values with a company, they will stay loyal to the brand.
There it is! Build a brand that you would always want to be associated with. That will ensure that your customers stick to it too!
Are there any other business leaders that have inspired you to provide a great customer experience? Do let us know and we will happy to bring some lessons from them.