Strativity - Creating Profitable Customer Experiences

You can't pay people to be proud of what they do. You can't pay your employees to be passionate. Pride and passion are intrinsic and must come from each individual employee. Yet our research demonstrates that passion and pride among employees are scoring at the top of the loyalty drivers. A one client when presenting their customers with 29 different customer experience drivers, passion and employees' pride scored at the top as indicators for future purchases and longenvity of relationship. This finding is consistent with our studies we have conducted. Customers love to do business with people who love what they do. Customers pay premium price for experiences that are delivered by proud employees. Throughout our work in the last few years we have noticed a serious deterioration in employees' pride and passion. The tough economic environment combined with fear of losing one's job and cost-cutting pressures eroded the employees' belief in the brands they represent. Such loses in brand's pride have direct imapct on the top and bottom line. Employees percieve and present their products and services in a commodity light and charge accordingly. Customers who fail to receive exceptional experiences from passionate employees refuse to pay premium prices. Its a vicious cycle that must be stopped. I do not know when the economic news will change. But no executive has the privlige of letting brand pride and employees passion erode any further. Such neglect result with a hefty price. It is time to reignite the employees spirit. Connect employees back to the power of the products they sell and the solutions that they deliver. This is one simple way to chart your own path out of the economic challanges. Passionate people drive loaylty and attract customers. How attractive are your employees? @LiorStrativity