Last year we launched our first annual Brand Ambassador Awards. We have found over the past 10-plus years of working in customer and employee engagement that every company has individuals in it who continually go above and beyond for clients. Using customer feedback we uncover their stories.
These employees have an empathetic understanding of the customer experience. They find ways for clients to save money. They get to know their businesses. They make customers smile. They deliver. They create the human connection that brings the brand to life. They are the people the Brand Ambassador Awards recognize.
Last year we had the opportunity to talk with each of our winners about their customer service philosophy - why they do what they do. In each of these conversations we heard three key themes:
1. The company has a customer service philosophy that aligns with their own.
Our Brand Ambassadors didn’t hesitate to acknowledge the customer-centric cultures that they worked in, and they were proud to be a part of them. Further support: we found in our 2011 Employee Engagement Trends study that employees who work for customer-centric companies show much higher levels of Engagement.
The Point: If you want to get more Brand Ambassadors, emphasize the customer experience and work to build a customer-centric culture around it.
2. The individual feels a sense of pride, engagement, and personal responsibility.
Our winner’s spoke about connecting on a human level, treating customers as they would want to be treated, the meaning that great customer service gives to life, and the personal responsibility that goes along with being the face of a company.
The Point: Brand Ambassadors care deeply about how their work impacts people, and sharing customer feedback is a valuable way to encourage them and their co-workers to continue doing exceptional work.
3. They rely on their team to help them deliver exceptional experiences.
Each of our winners spoke about how they could not deliver great experiences without their team. In fact, one of our winners seemed genuinely confused by the personal recognition, insisting there was no way he could have done it alone.
The Point: If someone is constantly highlighting their own contributions, assume that while they might still being doing good work for your customers and clients, they are probably not a Brand Ambassador.
As you work toward achieving your customer experience goals, make sure to identify and celebrate your Brand Ambassadors. These individuals know what makes your customers completely happy. Don’t miss the opportunity to learn from their wisdom.
~Janessa Lantz
Topics: Employee Experience, Customer Experience
