Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequality in the customer service world.
Top Takeways:
-      In order for your organization to succeed, it must have a strong, solid core. The core is made up of your systems, your processes and most importantly, your people.
-      Strengthen your organization’s core using the C.O.R.E. Methodology, which has four steps: create, operationalize, results and evaluate & evolve.
-      Create: The first step is to create systems and processes that involve your entire team, creating greater total buy-in.
-      Operationalize: Once you create your processes, you must operationalize them. It’s one thing to create something, but it’s another to actually follow through with it.
-      Results: Monitor your results—as the saying goes, “you can’t manage what you can’t measure.” Give your customers a voice as a part of this step.
-      Evaluate & Evolve: Customers and their expectations are constantly and rapidly changing. You must evaluate your progress by constantly asking how you can get better and evolve to keep up with changing demands.
-      Companies need to be more aware of the purchasing power of the female consumer. More often than not, the shopping experience is designed and, in many industries, delivered by men, and yet women are the ones ultimately saying yes or no.
-      Statistics show that women influence 90% of all household purchases, yet 85% of the world’s executives are still men while only 3% of creative directors are women.
-      When something in the customer experience goes wrong, more often than not it’s due to lack of consistency. When expectations are unmet, it causes disappointment.
-      Consistency and accountability are vital to an organization’s success. You must be accountable for your own actions if you hope to create a consistent experience.
Quote: “Customer experience most often fails because we don’t do it consistently.” - Katie Mares
Katie Mares, CTDP, MCATD, CPS is the Chief Inspiration Officer of Alkamey Group. She has over 15 years of experience in customer service and leadership.
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