ICYMI, we held a Competitive Edge Series last week centered around cultivating a 5-star customer experience. We had representatives from Chick-Fil-A, Publix, and USAA - three organizations who consistently create a stellar experience for their customers/guests.
Each person brought insight into the mission and vision behind their organization and the strategies used to maintain their top level customer service. Below are some of the key takeaways that were given...
Chick-Fil-A's core values are ones that any organization can use and implement in their business:
- We're here to serve
- We're better together*
- We're purpose driven
- We pursue what's next
*this was one of my favorite takeaways because it's something that can be emphasized across all businesses, customer-facing or otherwise.
Chick-Fil-A also has this awesome infographic about creating "raving fans" for your business by being remarkable and operating under 3 core principals:
- Execute operational excellence
- Deliver 2nd mile service
- Activate emotional connections marketing
Publix has a great backstory, if you're not familiar with it I highly encourage you to read it.
Essentially Publix puts the focus on their employees. Their belief is that if you invest in your employees and ensure they have stake in the game and are having a positive work experience, that will translate to the customer.
All Publix employees are part-owners of Publix; founder George Jenkins believed that was a way to ensure that his team always felt like they were a part of the company, and not just another number.
USAA serves military and military families, their focus on the military community is at the heart of everything they do. USAA presented us with 4 key takeaways:
- Know and live your mission*
- Protect your core competencies
- Listen to your customers
- Take care of your employees
*I think this is a great point - almost all organizations will have a mission statement, but it's really important to ensure that everyone in your organization knows what your mission statement is and is at the center of every decision and action they take.
I think the most important point that was emphasized by all 3 organizations is that if you invest in and take care of your employees, whether it be with internal training, professional development, or benefits, they will take care of the company and ensure that guests/customers/clients have the best possible experience.