Dear Employer -

Customer Experience Management has been a hot topic around our company lately.  You have been giving us many motivational talks about it, and there have a been a few “Customer Appreciation” programs, but there is something that would really help us out – leading by example.

You serve as a role model to us. If you disregard the customers, focus only on the business and not the customer driving it, or don’t walk the talk, how would we know to do otherwise?  We really need you to practice what you preach. You are our business role model and set the expectation by how you relate to our customers.

To excel at managing the customer experience, we need the leadership to set the example and it will trickle down throughout the entire company.  When you set the tone for improving customer service and to delight our customers, we will then follow suit. Leadership needs to be on the same page and be consistent in their message for us to truly understand how to deliver the
service you expect.

There are many instances where top level management talks about improving the customer service within the company, yet they themselves treat the staff as cogs in the wheel and punish, demean, and treat the internal customers with very little respect. How can they be treated in such a manner, yet be expected to deliver excellent service to the external customers? It’s a more
natural response to treat people well when you yourself are treated well.

We want to be treated with the kindness that you want us to display to the customers. We’d like to see you problem solve in our best interest, much like you’ve instructed us to do with the customers we serve.

We’ll treat our customers the same way that you treat them, and even us.

We want to make sure that the ideals that you are holding us to are not just merely mission and vision statements that hang on the wall in our lobby.  We want to embrace the customer centric culture we promise and to live it each and every day.

Thanks for listening,

Your staff

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