You should take every opportunity you can to review customer success stories in staff meetings and team meetings. By celebrating our customer successes it will help create a customer focused culture from the inside out. Just as important as celebrating our successes, is the focus on continuous improvement. Your culture should celebrate your service successes, but not be satisfied with the status quo.

Challenge your leaders to support an environment where you learn from your mistakes to prevent them from reoccurring, and apply those learning’s to enhance your customer service.

By continuing to share your successes, best practices, and creative ideas with colleagues will enable you to continuously improve and exceed the constantly rising customer expectations.

For those in a management or supervisory position, it is critical that you become coaches, facilitators and cheerleaders for the service improvement process. Those you lead and support will be looking to you for recognition, feedback and focus on their execution and application of the customer centric principles and philosophies.

By recognizing and rewarding valued service behaviors and actions, leaders will create enthusiasm and momentum for continuous improvement.

While this focus, attention and feedback from management are critical, often times the best recognition and feedback is peer-to-peer, work group to work group and yes, even employee to direct supervisor. When we create a culture where everyone is focused on serving, we will drive intense levels of customer loyalty.  And from my perspective, that is worth rewarding!