Customer Relationship Management Courses
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel”. Maya Angelou said this, but over the years whether it be our own business or working alongside our clients we’ve learnt that this philosophy is at the core of every successful growth strategy.
The way customers feel after interacting with your business shapes not only their experience but also their loyalty and perception of your brand. Over time these memories build a reputation, and ultimately, that reputation builds your brand. Whether you’re in business-to-business (B2B) or business-to-consumer (B2C), customer service should be a core pillar of your organisation.
The Culture that Drives Customer Service
Customer service management impacts every facet of your organisation, making it a shared responsibility. But it all starts with an internal philosophy—what you believe. This belief acts as the “antibody” or “virus” that spreads throughout your company, influencing policies, procedures, and actions across all departments.
Take, for example, the US shoe retailer Zappos, who prioritises exceptional customer service over efficiency. In 2012 a member of Zappos’ Customer Loyalty Team was ‘just following protocol’ when they stayed on the phone with a customer for a total of 10 hours and 43 minutes. When asked about the interaction, the customer service representative stated that “the customer and I had an amazing connection and [we] were having fun.”
An internal philosophy that prioritises customer service will shape decision-making authority and autonomy given to employees. For example, at Ritz-Carlton, employees are empowered to resolve customer complaints and issues up to $2,000 without requiring manager approval.
The philosophy behind your customer service will also shape your recruitment process—from interviewing (outlining the skills and behavioural traits you look for in candidates) right through to training and development (how you measure performance and develop your team).
This unified approach contributes to that intangible yet very powerful feeling or experience customers have that differentiate your business from others – the Customer Experience.
How Customer Experience drives Word of Mouth Drives and Sales
Customers don’t just remember transactions—they remember how they were made to feel during the interaction. This is why Customer Experience training and Customer Engagement training are crucial in helping teams provide meaningful, positive experiences that resonate long after the interaction.
One of the strongest drivers of new business is word-of-mouth recommendations. Despite all the advanced marketing tools available today, nothing beats the trust and influence of a recommendation from a satisfied customer. In fact, 83% of shoppers trust recommendations from friends and family, and 88% of people trust online reviews just as much as personal suggestions. This highlights the immense value of creating exceptional customer experiences that inspire customers to share their positive feedback.
Furthermore, brands that emotionally connect with their audience see three times more word-of-mouth than those that don’t, making it crucial to build lasting emotional connections with customers. The impact is clear: word-of-mouth marketing boosts sales, enhances loyalty, and fosters lasting relationships that go beyond traditional advertising.
Contact Us
Get ready to embark on a journey of growth, empowerment, and unforgettable customer experiences with AKD Solutions by your side.
Phone: +44 (0)345 034 1105
Email: contact@akdsolutions.com
Address: Unit 4, Daisy Business Park, 19-35 Sylvan Grove, London SE15 1PD
