WHITE PAPER: Transforming Your Customer Experience: The Psychology That Drives Differentiation

TRANSFORMING YOUR CUSTOMER EXPERIENCE: THE PSYCHOLOGY THAT DRIVES DIFFERENTIATION

Allison M. Ellis, Eric Michrowski & Dr. Autumn D. Krauss, Sentis, A Propulo Group Company

Many are familiar with the adage, “the happy worker is a productive worker”, but have you heard the one that goes: “the happy worker is a helpful-customer- focused-willing-to-invest-extra-effort-for-their-clients-and-co-workers-worker”?

In the service industry, employees on the frontline are critical for driving the business, through having meaningful interactions with customers and clients and serving as ambassadors of the entire organization. Prioritizing the customer or client experience, or in other words taking an outside-in perspective, requires a focus on both creating systems and processes that efficiently and effectively serve the customer, as well as identifying the human factors that drive the highest quality customer experiences....

Research in organizational psychology suggests that the more employees are satisfied with their work and able to see its meaning and impact, the more committed they are to providing a customer experience that goes above and beyond the call of duty.

Since the early days of labor management, there has been a focus on how to design work systems to be optimally efficient and effective to achieve the greatest results.

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About the Author

Propulo Consulting is a global boutique management consulting firm that partners with clients to deliver significant and sustainable improvements in organizational performance.

As the global leader in capturing discretionary effort within an organization or process, our evidence-based solutions incorporate a focus on people – through organizational psychology and brain science, and how the work gets done – through our innovative process improvement methods.

Companies that recognize the need for a committed, mobilized workforce in order to achieve their safety, customer experience, productivity, or profitability goals have come to trust our expertise and capabilities, and continue to partner with us.