Posted on Geliştirici: abdulkadirdemirtas

The Cult of the Customer Shep Hyken

Abdulkadir Ercan Demirtaş The Cult of Customer.PNG

According to Shep Hyken;

There are five steps of Customer Experience. The most interesting thing is this book shares what employee thinks for every steps.

Customer and employee sides are summarized by Shep Hyken in this book.

Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
Steps What Customer Says What Employee Says
Uncertanity What’s going to happen?
Customers simply aren’t sure what’s going to happen
There is no consistency
Customers know little or nothing about your business
No real loyalty		 We aren’t sure.
Employees have not been trained properly
Employees may not know what’s coming next.
Employees simply may not have access to what they need to be succesful
Aligment OK. I hear what you are promising. Prove it.
The customer is aware of your brand promise and value proposition.
Even though customers know the promise, they have yet to experience it. They want proof
The customer is not simply uncertain		 OK. I understand what we’re promising. Prove it to me.
Employees understand the brand promise and value proposition; they understand what your organization is trying to do.
Employees have been properly trained.
Employees have not, however, personally delivered consistently above-average experiences to customers.
Experience I had a good experience. What will happen the next time?
Even after enjoying a good experience, the customer is still not loyal, even though he or she  may be satisfied.		 Wow. It works, I delivered a moment of magic.
I created a great experience.
Employees want to repeat what they’ve done with customer. At this stage, they are starting to get positive feedback.
Employees enjoy emotional satisfaction from their success.
Ownership Wow. I had another great experience, and another one!
There’s a pettern here. I like this company. This is where I want to be!
This is the first sign of customer confidence and loyalty.
You begin to deliver a pattern of consistent above-average
experiences to the customer.
With the consistency of above-average experiences something remarkable happens.		 This is getting to be a habbit! Great experiences are becoming routine! It works and I am focused. I know what to do. This is where I belong!
Employees routinely experience the organization’s brand promise as if they were the customer.
Employees have an emotional connection to the organization.
Employees start implementing a process and fine-tune that process.
Amazement This company is great! You’ve got to try this!
Ownership matures into actual loyalty.
The customer’s expectations are high, they are consistently met.		 I love working here!
Employees become evangelists for their own company.
Employees are fully present and engaged for their customers.
Employees, like the customers they serve, are loyal to their organization.
Employees are not just going to work each day but integrating what they do as a part of their social identity.

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