EXPRESS’ Post

People: Your Service Industry's Strongest Pillar In service industries, effective customer service isn't just crucial, it's the lifeline. But it all starts with your people. Talented, diverse, and motivated employees are the foundation, but attracting and retaining top talent can be a challenge. That's why building a culture of exceptional customer service across your entire organization is key. By fostering this shared passion, you'll not only retain your best performers but also create a unique experience for every customer. "I mean, a Red Carpet treatment to your Customers". Don't let competition steal your star players. Invest in your people, empower them to deliver outstanding service, and watch your business thrive. #customerservice #employees #culture #serviceindustry

⚡️CAREER HIGHLIGHTS: First Quarter⚡️ 📉 Strategic Cost Optimization: Achieved a significant reduction of approximately 32% in shipping costs, equating to a savings of €17.5 thousand. 📈Profit Margin Enhancement: Spearheaded initiatives resulting in a remarkable profit margin surge of approximately 360%, translating to a profit nearly 3.6 times higher than the inicial sale. ⏳On-Time Efficiency: Successfully achieved the goal of shipping within 48 hours from the date of the order to the date of shipment, enhancing customer satisfaction and operational efficiency. i-charging ⚡️

A lunch date with a friend had us reflecting on the time we worked together at a hotel. We immediately remembered the sense of empowerment and autonomy that came with being trusted to make on-the-spot decisions to handle any customer concerns. They had a policy that granted every employee $200 per customer transaction to resolve issues. It didn’t matter if you were a line worker or management, you were given the ability to quickly make things right with a customer without needing to escalate or seek permission. This approach not only enhanced my problem-solving skills but also instilled a deep sense of ownership and responsibility in me. I felt personally invested in ensuring each guest left satisfied, knowing that I had the resources and authority to make it happen. From an employer's perspective, this autonomy led to many benefits. Employee morale was high, turnover rates were low, and customer satisfaction was high. This culture of empowerment fostered a collaborative and innovative environment where everyone was committed to delivering exceptional service. Looking back, this experience has shaped who I am today, both personally and professionally. It taught me the importance of trust, autonomy, and creativity in the workplace. It showed me that when employees feel valued and empowered, they become passionate advocates for the company, driving success from within. Do you have any past experiences that has shaped who you are today?

Reflecting on the recent holiday season in my college town, I've witnessed firsthand the profound impact of staffing challenges on our local establishments. While there's a prevailing notion about today's younger generation being indifferent or less committed, my observations paint a richer, more varied picture. Here's what I've gleaned: 1.     Debunking Stereotypes: It's essential to move beyond sweeping generalizations about young workers. Every individual has their own story and work ethic, making it unfair to judge based on age alone. 2.     Championing Excellence: Amidst the hurdles, we met several dedicated employees who consistently delivered exceptional service. Their passion for their role and commitment to customer satisfaction stood out prominently. 3.     Valuing Dedication: It's heartening to see customers acknowledging and appreciating the hard work of understaffed teams striving to deliver quality experiences. 4.     The Weight of Interactions: A handful of negative moments can eclipse numerous positive ones. We must always be mindful of the impact our actions and words have on others. Having navigated customer-facing roles in the past, I can attest to its challenges and rewards. A single adverse encounter can cast a shadow over a day of positive engagements. For businesses aiming to cultivate genuine connections with their clientele, it's imperative to cherish and support their frontline staff. After all, they often define the brand experience for customers. I'm keen to hear about any memorable customer service moments you've had recently. How does your company champion and uplift its customer-facing teams? 🌟🤝 #CustomerServiceExcellence #FrontlineHeroes

During my career, I've observed the occasional friction between the Customer-facing teams(Support, Delivery, Customer Success) and the R&D departments. Aligning these vital teams is crucial for the company's success. Here are strategies to foster collaboration: 🎯 Regular Cross-Departmental Meetings: Establish touchpoints for sharing insights and successes. 🎯 Shared Metrics and Goals: Align KPIs to work towards common objectives. 🎯 Customer Feedback Loops: Implement structured feedback sharing for customer-centric product development. 🎯 Joint Training Sessions: Foster empathy and collaboration through mutual understanding. 🎯 Celebrating Joint Successes: wining a new deal, completing a project miles, it's motivate effective teamwork. 🎯 Open Communication Culture: Address issues proactively by encouraging transparent dialogue. By fostering collaboration, conflicts can turn into opportunities for innovation and better customer satisfaction. When Customer Service and R&D work together, everyone wins—especially our customers. What strategies have you found effective in bridging this gap? Share your experiences below! 👇 #CustomerService #R&D #Collaboration #Innovation #Teamwork #OneTeam

We were thrilled to chat with Jobs and Careers Magazine about how we're not just creating the Best Year Yet for our residents but for our people too- all through our experience obsession. Matt Merrick talks about how crucial it is for both our employees and our customers experience to complement each other and explains that, “Having highly engaged teams, who understand the role they individually play in achieving the company vision, whether in one of our properties, or in our Support office team, is key to delivering the fantastic customer experience we are renowned for. We seek out people who are passionate about customer experience, so that we can keep pushing the boundaries to deliver even more moments that matter for our residents, and truly give them their best year yet.” #ItsAniQThing #BuidlingItTogether #PeoplesPeople #TeamWork #PBSA #CareerOpportunities #EmployeeValues Read the full article including an interview with our Operations Director, Ollie Humphries below (pages 42 - 43). https://lnkd.in/eBnTnWpd Experience Obsession - It's an iQ Thing! #jobsandcareers #ItsAniQThing #BestYearYet #ExperienceObsession

Share Your Professional Journey... Welcome to Day 4 of our 7-day CX Consistency Challenge! Today's focus is on storytelling. Sharing your professional journey is a powerful way to connect with your audience and showcase your growth, resilience, and commitment to excellence. My Professional Journey: The Good, the Bad, and the Ugly. When I started my career, I was a shop attendant, just getting my first taste of customer service. It was a humble beginning, filled with daily interactions that taught me the importance of listening to and understanding customers. This role ignited my passion for creating positive customer experiences. The Good As I progressed in my career, I had the opportunity to work as a teller. Here, I honed my skills in problem-solving and efficient service delivery. I learnt that a smile and a kind word could make a significant difference in a customer's day. These experiences reinforced my belief that empathy and professionalism are the cornerstones of exceptional customer service. The Bad: My journey wasn't always smooth. There were times when I faced challenges, such as dealing with difficult customers or navigating complex organizational changes. These moments tested my patience and resilience. However, they also taught me valuable lessons about staying calm under pressure and finding creative solutions to problems. The Ugly: There were days when I questioned my career path, feeling overwhelmed and undervalued. But it was during these tough times that i discovered my true passion and strength. I realized that every obstacle was an opportunity to learn and grow. These experiences shaped my character and deepened my commitment to improving customer experiences. The Moral Lesson: Every step of my journey, whether good, bad, or ugly, has contributed to my growth in the Customer Experience field. The challenges taught me resilience, the successes fueled my passion, and the setbacks strengthened me. I learnt that the key to a successful career is to : Embrace every experience, Learn from it and Keep moving forward. Today, I encourage you to reflect on your professional journey. Share your story—the highs, the lows, and the lessons learned. Your journey is unique and has the power to inspire others in our community. Looking forward to reading your stories! Consistency challenge with Naana Baffo #CustomerExperience #ProfessionalJourney #LinkedInChallenge #CareerGrowth #NaanaBaffo

💥Customer Obsession. 💥Operational Excellence. 💥Dynamic Culture. These are the three pillars that guide everything we do at DIS. Watch this video to see those values reflected in our customers' stories. https://lnkd.in/gXnZxztJ

85 85. A recent survey of large organizations showed that 85% of senior executives felt their personal purpose in life was reinforced in their work. 85% of frontline workers felt their life’s purpose was not reflected in their work. This means that most of the people responsible for your day-to-day customer experience are coming to work because they must, not because they want to. Consider getting your organization’s creative talents focused on designing frontline roles that achieve the organization objectives AND are aligned with individual purpose. You will be breaking new ground while creating huge competitive advantage. #betterleadershipnow

🌟 Championing Values That Drive Success! 🌟 At our core, we thrive in a culture defined by integrity, ownership, teamwork, respect, innovation, and customer focus. These values aren't just words – they're the foundation of everything we do. 💼 Ethical Behavior: We believe in doing what's right, even when no one is watching. Our commitment to integrity guides every decision we make. 🤝 Accountability: Each member of our team takes ownership of their work and actions, ensuring that we deliver on our promises and exceed expectations. 👥 Collaboration: Together, we achieve more. We foster a culture of teamwork, where diverse perspectives come together to drive innovation and excellence. 🌈 Diversity: We celebrate our differences and recognize that diversity is our strength. Inclusion is not just a buzzword – it's our way of life. 🎨 Creativity: Innovation is in our DNA. We encourage creativity and out-of-the-box thinking, pushing the boundaries of what's possible. 🌟 Superior Customer Satisfaction: Customer focus is at the heart of everything we do. We go above and beyond to ensure that our customers are not just satisfied but delighted. Join us in making a difference. Together, we can achieve greatness! Visit us: www.iotric.com 💫Let's create a brighter future, together! 💫 #ValuesDriven #TeamworkMakesTheDreamWork