Jakir Shaikh’s Post

How Workforce Development Influences Improved Customer Satisfaction In the fast-paced realm of consumer goods, maintaining a competitive edge is fundamental. A potent method of achieving this is through investing in the training and development of your team. As an after-sales leader, I've experienced the transformative effect of equipping team members with advanced customer service capabilities and problem-solving skills. Through investing in our workforce, we've noted remarkable enhancements in consumer interactions, amplified brand image and elevated customer loyalty. Nonetheless, this isn't merely about boosting profits. It's about fostering a continuous learning culture that permeates every organisation tier. This tactic can rejuvenate a brand's reputation, positioning it as a paragon of quality service. Moreover, this strategy aligns perfectly with the ever-growing importance of ESG principles. By investing in our workforce's evolution, we're contributing to broader business sustainability. This strategic harmony allows us to propel not just profits but purpose, too. As we traverse the continuously changing terrain of consumer goods, let's consistently prioritise the development of our teams. We can cultivate loyalty and satisfaction by arming them with the resources to make our customers feel treasured and attended to. So, I pose this question: How do you guarantee that training and development are at the core of your business strategy? Let's share thoughts and fortify our approach to workforce development and customer satisfaction with conviction. #workforcedevelopment #customersatisfaction #consumerexperience #brandreputation #businesssustainability

Balancing Customer and Employee Satisfaction in SMEs: A Journey Through Growth Stages This is my third and last in this series. Balancing Customer and Employee Satisfaction in SMEs would also depend on the main goals and priorities for the SME in the near future. This will significantly influence the advice provided regarding whether to prioritize customer satisfaction or employee satisfaction. Here's how: Rapid Growth as the Main Priority: If the SME's main goal is rapid growth, prioritizing customer satisfaction is often key. Happy customers lead to positive reviews, referrals, and increased sales, accelerating business expansion. For example, a tech startup aiming for rapid user acquisition will invest heavily in providing an outstanding user experience to drive growth. Stability and Long-Term Success as the Priority: If stability and long-term success are the main priorities, finding a balance between customer and employee satisfaction is crucial. A stable foundation with a satisfied and engaged workforce ensures consistent quality and delivery, ultimately leading to customer loyalty and business stability. For instance, a family-owned business that has been operational for decades may focus on maintaining a loyal customer base while ensuring employee satisfaction for sustainability. Enhanced Productivity and Innovation as the Priority: If enhancing productivity and driving innovation are the primary goals, employee satisfaction takes precedence. Satisfied employees are more productive, creative, and willing to contribute new ideas that can drive process improvements and product innovation. An example could be a tech company aiming to revolutionize a market by encouraging a culture of creativity and constant improvement. Cost-Efficiency as the Main Priority: If the SME is primarily focused on cost-efficiency, a balance is crucial. Satisfied customers can reduce marketing costs through word-of-mouth referrals, while satisfied employees can lower turnover and hiring expenses. An example could be a manufacturing company looking to optimize operations and reduce costs while maintaining high-quality products and satisfied customers. Brand Reputation and Trust as the Priority: If building a strong brand reputation and trust are the main objectives, customer satisfaction is vital. Satisfied customers become brand advocates, contributing to a positive reputation and fostering trust in the market. For example, a boutique luxury brand may prioritize exceptional customer experiences to maintain a premium brand image. In summary, understanding the main goals and priorities of the SME helps tailor the advice towards a strategy that aligns with those objectives. The chosen priority, whether rapid growth, stability, productivity, cost-efficiency, or brand reputation, will guide the appropriate balance between customer and employee satisfaction. #CustomerSatisfaction #EmployeeSatisfaction #SME #BusinessGrowth #EmployeeEngagement

Creating a customer-first culture is essential for long-term success. When your team prioritizes customer satisfaction, it leads to stronger relationships, increased loyalty, and a stellar reputation. Here are some tips and strategies to foster a customer-first mindset within your team: 🔹 Lead by Example: Leadership must embody a customer-first attitude. Show your team the importance of prioritizing customer needs in every decision and interaction. 🔹 Clear Vision and Values: Clearly define and communicate your vision and values around customer service. Ensure everyone understands the importance of putting customers first. 🔹 Empower Employees: Give your team the tools, training, and authority they need to effectively assist customers. Empowered employees can make decisions that enhance the customer experience. 🔹 Incentivize Customer-Focused Behavior: Recognize and reward employees who go above and beyond for customers. This reinforces the importance of a customer-first mindset. 🔹 Foster Open Communication: Encourage open dialogue about customer feedback and service improvement. Create channels where employees can share insights and suggestions. 🔹 Regular Training: Invest in ongoing training focused on customer service skills. Keep your team updated on best practices and new strategies for customer satisfaction. 🔹 Celebrate Successes: Highlight and celebrate customer service successes within your team. Sharing positive stories reinforces the value of great customer service. 🔹 Customer Feedback Loop: Implement systems to regularly collect and analyze customer feedback. Use this information to make informed improvements and show customers their opinions matter. Building a customer-first culture takes time and commitment, but the rewards are worth it. By prioritizing customer needs and fostering a supportive environment for your team, you can create a business where exceptional service is the norm. 🌟 #CustomerFirst #CustomerService #BusinessCulture #CustomerExperience #Leadership #TeamEmpowerment

Customer success and excellence happen because of motivated employees who hold the key in building customer experiences that earn trust and loyalty and ensure satisfaction. Their enthusiasm and commitment drive exceptional service, which makes customers valued and cared for. 𝗥𝗼𝗹𝗲 𝗼𝗳 𝗮 𝗠𝗼𝘁𝗶𝘃𝗮𝘁𝗲𝗱 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗕𝗲𝘁𝘁𝗲𝗿 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁: The interested approach with which a motivated employee shows up to interact with customers tunes him to listen and try to provide personalized solutions more than what others expect; hence, building up trust for long-term relationships. 𝗣𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝗣𝗿𝗼𝗯𝗹𝗲𝗺-𝗦𝗼𝗹𝘃𝗶𝗻𝗴: They can anticipate customer needs, quickly resolve issues, and make suggestions that will add value to the overall experience. 𝗕𝗿𝗮𝗻𝗱 𝗔𝗱𝘃𝗼𝗰𝗮𝗰𝘆: Passionate employees are the ambassadors of the organization, depicting organizational values and leaving good impressions to help build a strong customer loyalty base. 𝗖𝗼𝗻𝘁𝗶𝗻𝘂𝗼𝘂𝘀 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁: Their drive for excellence leads them to seek feedback and refine processes, ensuring consistent high-quality service delivery. 𝗛𝗼𝘄 𝗢𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀 𝗖𝗮𝗻 𝗞𝗲𝘆 𝗶𝗻𝘁𝗼 𝗧𝗵𝗶𝘀 𝗘𝗺𝗽𝗼𝘄𝗲𝗿 𝘁𝗵𝗲 𝗦𝘁𝗮𝗳𝗳: Giving the right tools, training, and authority helps employees make decisions in the best interest of the customers. 𝗥𝗲𝗰𝗼𝗴𝗻𝗶𝘇𝗲 𝗖𝗼𝗻𝘁𝗿𝗶𝗯𝘂𝘁𝗶𝗼𝗻𝘀: Celebrate successes and reward outstanding service to keep employees motivated and aligned with the organizational goals. 𝗖𝗿𝗲𝗮𝘁𝗲 𝗮 𝗣𝗼𝘀𝗶𝘁𝗶𝘃𝗲 𝗖𝘂𝗹𝘁𝘂𝗿𝗲: The approach of creating an enabling and supportive environment makes the employees feel valued to perform at the highest level. 𝗖𝗹𝗲𝗮𝗿𝗹𝘆 𝗦𝗽𝗲𝗹𝗹 𝗢𝘂𝘁 𝘁𝗵𝗲 𝗚𝗼𝗮𝗹𝘀: The clarity of the expectations will align employees to focus their efforts on the company's vision respecting customer success. 𝗛𝗼𝘄 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀 𝗖𝗮𝗻 𝗔𝗹𝗹𝘆 𝘄𝗶𝘁𝗵 𝗢𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀 𝗘𝗺𝗯𝗿𝗮𝗰𝗶𝗻𝗴 𝗖𝗼𝗿𝗲 𝗩𝗮𝗹𝘂𝗲𝘀: The mission of the company inspires common cause and dedication to customer excellence. 𝗦𝗲𝗲𝗸𝗶𝗻𝗴 𝗚𝗿𝗼𝘄𝘁𝗵: Skilling oneself and embracing feedback enables one to contribute substantially toward customer success. 𝗦𝗵𝗮𝗿𝗶𝗻𝗴 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀: Offering suggestions for improvement, the organization remains adaptive, focusing on customers. When organizations invest in their employees and employees, in turn, commit to their roles, a cycle of mutual reinforcement is created. Motivated employees enhance customer experiences, leading to organizational growth, which further fuels employee satisfaction. This symbiotic relationship is the foundation for sustained excellence in customer success. #customersuccess #corevalues #collaboration #engagement #motivate

The Role of Change Management in Driving Business Growth and Customer Satisfaction   In my experience as a retail expert and change management leader in multi-million-dollar organizations, I’ve learned that the key to sustainable business growth lies in effective change management and a relentless focus on customer satisfaction. Change is inevitable but managing it well—especially with a customer-centric approach—can unlock new revenue streams. One notable success I enjoyed is when I collaborated with other senior stakeholders in implementing a new customer engagement platform that streamlined interactions and improved transparency, resulting in higher customer retention and a significant revenue boost. This transformation wasn't just about adopting new tools; it was about ensuring both employees and customers embraced the change. The businesses that thrive in today’s fast-paced market are the ones that adapt to change without losing sight of their most asset: the customer. I’ve seen firsthand that putting customers at the heart of every transformation, while empowering employees with the right training and support, leads to long-term success. Customer loyalty drives revenue, and when managed well, change is the catalyst for growth. In my career, this combination has been my formula for turning challenges into opportunities. As we look to the future, the businesses that master this balance between innovation and customer satisfaction will be the ones that lead their industries. #ChangeManagement #CustomerSatisfaction #BusinessGrowth #Leadership #RetailExcellence #CustomerExperience #DigitalTransformation #EmployeeEngagement #Innovation #BusinessStrategy #RevenueGrowth #CustomerFirst #Adaptability #TransformationLeadership #CustomerRetention

Traditional feedback methods aren't enough in today's tech-driven world.    To stand out, you must do more.   Revolutionize your feedback process and impress clients with Excellence 24/7.    Our goal is simple: improve customer experiences, one interaction at a time.   With a 97.9% success rate and extensive experience, we've helped thousands deliver exceptional customer service.   Excellence 24/7 transforms your approach:   1. Healthcare    - Engage patients at every treatment stage    - Gather insights for continuous improvement   2. Hospitality    - Anticipate guests' needs    - Collect post-stay feedback to refine services   3. Employee Engagement    - Get real-time employee sentiment insights    - Use data to enhance work culture   4. Feedback Strategy    - Choose from diverse surveys    - Identify needs, select the right survey, and act   5. Exceed Expectations    - Understand client expectations with surveys    - Deliver personalized services, and continuously improve   Ready to transform your customer satisfaction strategy? Act now. Make customer satisfaction your 2023 priority and watch your business thrive.   Need help implementing customer satisfaction systems? Let's discuss next steps.

Customer satisfaction isn’t just about great products or fast service—it’s much about the people delivering that service. Want to create memorable experiences for your customers? Here’s a little something to think about: 🔄 Employee Happiness Drives Customer Loyalty: When employees feel valued and supported, they’re more likely to go the extra mile - enthusiasm and commitment shine through in every customer interaction, helping to drive repeat business. 🔄 Culture of Care = Exceptional Service: A workplace that prioritizes employee well-being fosters a culture of care – which naturally extends to customers, creating a genuine and thoughtful experience. 🔄 Retention Equals Consistency: Happy employees stick around longer, which means you have a knowledgeable, experienced staff interacting with your customers. 🔄 Contentment Can Drive Innovation: When employees feel secure and appreciated, they’re more likely to share ideas and take creative risks – often leading to unique solutions that delight your customers. The customer experience starts long before they interact with your brand—it begins with how you treat your employees. What else would you add about employees and their impact on customer satisfaction?😊 #EmployeeExperience #CustomerSuccess #Leadership #WorkplaceCulture #HRconsultant #customersatisfaction ********************************************************************************* I’m Beverly Hathorn, Owner of Strategic HR Consultants, Customer Service Leader, and Culture Curator. I believe that organizational culture is the soil where everything thrives. My passion is helping businesses cultivate this "soil" to nurture employees, ensuring they deliver outstanding customer support.

Let's reflect on three crucial questions that directly impact your business: 1) When was the last time you were thrilled with a service company's customer service? 2) How did a front line employee contribute to that exceptional experience? 3) Based on this interaction, can you make assumptions about the employee's job satisfaction? We all crave great service, yet it's become a rarity. But when we encounter companies that prioritize customer care, it leaves a lasting impression. We all have stories of a business that went above and beyond, making special after-hours deliveries and greeting you by name. Their commitment to customer satisfaction is evident, and it's no surprise that you go out of your way to support their business. The secret to exceptional customer service and profitability lies in putting people first. As Fred Reichheld noted in his book "Loyalty Rules!," employee behaviors and attitudes communicate what a company stands for more directly to customers than leadership principles. When you get right down to it, employees have the power to start a chain reaction that leads to success. Here’s how it goes in reverse. Customer Loyalty drives long-term growth. Customer delight drives loyalty. Appreciation and interest drive customer delight. And guess who’s in the best position to show your customers that you really care about them? That’s right. Front line employees. Of course, great leaders have always known that taking care of their employees is important. The companies that have continued to make employee satisfaction a priority will come out of the current economic environment stronger and will ultimately put a lot of  distance between themselves and the competition. If your employees are happy, customers see that, and they respond by giving you more of their business. #EmployeeSatisfaction #CustomerDelight #LongTermGrowth #BusinessSuccess

Operational Efficiency and Customer Satisfaction: A Winning Combination Operational efficiency is not just about cutting costs and streamlining processes; it’s about delivering exceptional value to customers. When a company achieves operational excellence, it can enhance customer satisfaction in profound ways, driving loyalty and growth. Consistent Quality: Standardized Procedures: Consistent processes ensure high quality in every product and service delivery. Continuous Improvement: Ongoing efforts to refine and enhance processes lead to better, more reliable outcomes. Better Customer Experience: Seamless Interactions: Efficient operations enable smoother interactions across all customer touchpoints, from ordering to after-sales support. Proactive Problem Solving: Effective use of data and analytics allows companies to anticipate and address customer issues proactively. Lean Management: Value Stream Mapping: Identifying and eliminating waste to enhance process efficiency and improve customer value. Customer Focus: Ensuring every process improvement directly benefits the customer. Customer Feedback: Incorporating customer feedback into the Six Sigma framework to ensure improvements align with customer needs. Agile Methodologies: Flexibility: Agile practices enable quick responses to customer feedback and changing market conditions. Collaboration: Cross-functional teams work together to deliver customer-centric solutions. The Financial Impact of Satisfied Customers Increased Loyalty: Satisfied customers are more likely to return, reducing churn and increasing lifetime value. Word-of-Mouth Referrals: Happy customers often become brand advocates, driving new business through positive word-of-mouth. Higher Profit Margins: Efficient operations reduce costs, allowing companies to reinvest in customer experience and innovation. Leadership’s Role in Driving Operational Efficiency for Customer Satisfaction Vision and Commitment: Leaders must set a clear vision for operational excellence that prioritizes customer satisfaction. Employee Empowerment: Empowering employees to identify and implement process improvements ensures everyone is focused on enhancing the customer experience. Data-Driven Decisions: Using data to track performance and customer feedback helps leaders make informed decisions that drive continuous improvement. Conclusion Operational efficiency and customer satisfaction go hand in hand. By optimizing processes, maintaining high quality, and focusing on the customer experience, companies can achieve both operational excellence and delighted customers. This winning combination drives loyalty, growth, and long-term success. Are you harnessing operational efficiency to boost customer satisfaction? Share your strategies and success stories! #OperationalExcellence #CustomerSatisfaction #Lean #SixSigma #Agile #Efficiency #CustomerExperience #ContinuousImprovement

Proactive Customer Focus: A Leadership Strategy Prioritizing customer satisfaction is no longer a nicety, it's a necessity. But how do leaders ensure this focus permeates every level of the organization? Here's a strategy to keep customer-centricity top-of-mind: Regularly engage your direct reports with these key questions: 1. Customer Learnings: What valuable lessons have you recently gleaned from interacting with a customer? 2. Customer Experience: When did you last witness a customer using our products or services firsthand? 3. Employee Attitudes: What insights have you gained recently about your team's approach to customer service? 4. Proactive Risk Management: What potential threats have you identified that could impact customer satisfaction? 5. Customer Success: What opportunities have you discovered to empower our customers and fuel their success? 6. Regulatory Compliance: Are there any new regulations or standards we need to be aware of to ensure customer protection? 7. Customer Satisfaction Measurement: What takeaways have you gained from recent customer satisfaction analyses? 8. Complaint Resolution: When was the last time a customer complaint reached your desk for resolution? 9. Customer Insights & Feedback: What initiatives are in place to capture valuable customer insights, share them across the organization, and address customer issues effectively? 10. Customer Engagement: Describe recent actions you've taken to directly or indirectly boost customer engagement? Remember, the key is follow-through. For each response, actively seek details about the action plans in place to achieve a customer-focused outcome. By fostering a culture of continuous customer focus through these ongoing conversations, you can empower your team to consistently deliver exceptional customer experiences. What questions do YOU ask your team to prioritize customer satisfaction? Share your thoughts in the comments! #leadership #management #business #customer #riskmanagement