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Posted by Gavin McMahon
March 13, 2015

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Employee + Customer

Most companies tell their front line to deliver a “great customer experience”, and that’s the extent of it. Verizon is going deeper, digging in to culture and operations with their Service Elite program. We began working with the team at Verizon on this back in 2011.

The driving insight for the program? Customer experience equals employee experience. How employees feel about their work and contribution reflects in how they treat customers. The program was about more than customer experience, it was about human experience.

In this Forbes article Tami Erwin, Verizon President of Sales and Service talks about the focus on customer effort. How Verizon is striving to make the customer experience simpler, smarter, and more connected. The goal? To make conversations between customers and employees more effective and authentic.

Verizon’s transformation has led to a growing and profitable wireline communications company. This took a lot of change and a growing commitment to a higher level of service. The Service Elite program has helped employees understand and act on the changes necessary to win in a competitive environment. The initiative began by asking employees to describe what a good customer experience feels like. They drew from their own good experiences. They also described what a bad experience felt like. These insights helped to get employees to buy into transforming the customer experience.

The success of the program depended on partnering with Verizon employees to deliver it. Our collaboration with Verizon was all about changing the conversation. The conversations leaders have with employees and the ones employees have with customers.

Great Customer Experience depends on the conditions a company creates. Verizon is creating these conditions, both for its customers and employees. The recipe is simple. First, drive and support the change from the top. Look at the problem holistically, and build a culture that supports employees and customers.


To get the full Forbes article on how Verizon is changing the conversation, click here.

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Bio_Tara P

 

Tara is Customer Experience Research Lead at fassforward Consulting Group. She blogs about Customer Experience at fassforward.com. You can follow her on twitter @TaraPaluck. More at LinkedIn. Comments are welcome, links are appreciated. If you’re interested in writing guest posts for this blog, please contact me.


Rose Fass-01

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Rose is the CEO at fassforward consulting group. She blogs about Leadership, Change, Culture and Chocolate Conversations at leadingbittersweetchange.com.  You can follow her on twitter @rosefass. More at Google+, Facebook and Pinterest. 

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Gavin McMahon

Gavin is a founding partner at fassforward consulting group. He blogs about PowerPoint, Presenting, Communication and Message Discipline at fassforward.com. You can follow him on twitter @powerfulpoint.

More at Google+, Facebook and Pinterest. Comments are welcome, links are appreciated. If you're interested in writing guest posts for this blog, please contact me.

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