Episode 108: How Leaders Focus Externally to Improve the Customer Experience

Key Learnings

• Customer expectations go up every year, and the challenge of getting and satisfying customers is a primary focus in most organizations.
• We had 360 data on 81 managers who were linked to customer satisfaction ratings. These were the behaviors that made the biggest difference.
• Inspire and Motivate– If managers want employees to care about their customers, they need to help them understand how their job provides meaning and purpose to the organization.

• Collaboration and Cooperation. What customers want is an organization where people work well together and cooperate. Organizations with internal conflicts and disagreements often frustrate customers and create difficulties.

• Quickly Delivering Results- While customers want to be inspired, they also want results quickly delivered. Speed is critical here.
• Clear Vision and Direction- Leaders with a clear vision and strategy are always better at delivering a quality product on time.
• Honesty and Integrity- Customers know quickly if they are dealing with a salesperson who will carefully honor their commitments or someone who is likely to promise one thing but fail to deliver.
• Takes Initiative- Leaders who are excited to take on challenging goals and delivery deadlines are valued by customers.
• Having a good product delivered with excellent leadership support will take a good product and make it remarkable.

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