Customer experience: Empower employees with decisions

A key aspect of being able to deliver great customer service and experiences is empowering employees to make decisions in the moment to make things great for customers.

For any employees who interact with customers and clients, empower them to make choices and be able to make a call in the moment when a unique situation, issue or challenge comes up. Grant them the runway to use their discretion, whether that’s to refund something, or give a free meal, or whatever is appropriate for your business.

A great experience can build a customer for life, and the opposite is also very true. When customers feel taken care of, especially when something goes wrong, it has a huge and immediate impact on how they feel about your brand. If handled correctly, it can often be an easy way to build a customer for life. How companies react when a customer is having a problem is a clear opportunity to prove to that customer that they are valued and important.

And the opposite is true, a terrible customer experience can lose a customer or client for life, sometimes based on something really minor if the customer doesn’t feel like it’s not handled well.

Click here to read more about empowering employees.