How Weak Leadership Impacts Customer Loyalty
Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences ranging from exceptional to downright disturbing. Check out Sometimes Truth is Stranger than Fiction and Is Your Cu.....
- Weak leadership is demotivating and leads to lower employee engagement: When leaders don’t inspire their teams, people are disengaged and more likely to just go through the motions and put in minimal effort.
- Lower employee engagement leads to lower quality customer experience: When your team is not engaged and only putting in minimal effort, the quality of your customer service will suffer.
- Low quality customer experience impacts customer loyalty:When your quality of customer experience suffers, your customer loyalty will be impacted.
Effective leadership inspires your team Having an organization of engaged employees will have a direct impact on your ability to provide great service to your customers, and this starts with leadership. A transformative leader has the ability to engage and inspire, create a positive organizational culture, and positively impact a person’s passion for the organization where they work. Check out 8 Emotional Drivers of Employee Engagement for more on how to engage your team. When people buy in and are happy with their positions, they become inspired and more willing to go the extra mile to create a memorable customer experience. This creates a win-win situation. Your organization has happy and engaged team members, and your customers are receiving a great experience when they engage with your organization. Inspired people create great customer experiences An inspired team who work hard to create great customer experiences not only has a positive impact on your bottom line today, it also plants the seeds for success in the future. When customers have memorable experiences, they are more likely to:
- Become loyal to your brand
- Become repeat customers
- Become brand champions and promote your organization organically