converting website visitors
  • South East 01622 761321
  • North West 01978 600105
  • South West 0118 4300150
  • North East 0191 6660108
  • Midlands 0121 4050510
Call back

Developing your people to enhance your customers experience

What does a "remarkable customer experience" really mean?


Marie Cross

Share This

The way you engage with your customers and prospects is crucial in delivering a remarkable customer service experience and creating customer loyalty. It’s a tough marketplace out there and customers are increasingly picky about who they’ll do business with.

The only true differentiator in any business is the experience that customers get when they interact with your brand ambassadors – your staff on the front line. They’re the ones who need to create the positive, memorable experiences that will keep your customers coming back for more – they really are the difference that makes the difference to your organisation’s success! You therefore need to invest in customer service training for them to help them perform at their best and maintain employee motivation at all levels.

We all know the old adage ‘people buy people first’. We like doing business with people we can relate to and who we feel understand our needs and wants – people who show a genuine interest in us and who are willing to go beyond the industry norms by always going that extra mile.

Apple guru Guy Kawasaki had it spot on in his book Enchantment (2012), when he wrote about the importance of ‘customer enchantment’ in delivering remarkable customer service. He refers to the three pillars of enchantment – likeability, trustworthiness and quality – and talks about the integral role our front line staff play in delivering these pillars.

That’s why your staff need to be equipped with the knowledge, skills and behaviours that enable them to be true brand ambassadors for your organisation. Your people need to be so in tune with your values and goals that your customer’s lasting impression becomes associated with who you are – and they leave feeling enchanted by the care and attention they’ve received, even if they were originally calling to discuss a problem. And that means you need to invest in bespoke programmes to boost employee motivation and engagement, then offer them any ongoing support and mentoring they need to put what they’ve learnt into practice, including specialised courses, such as telephone training or sales training courses.


Cross Marie


Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!

Hello...I'm Marie Cross!

Marie Cross

...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.

If you'd like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you'll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.

Call Training Resource Centre

Great News For Small Business Owners

84% OF most customer buying decisions are entirely emotional

Appeal to those emotions and discover how you can turn satisfied customers into real raving fans who’ll keep coming back, spend more and recommend you to others.

Appeal To Your Emotions

Here's just a few of the clients we've helped...