The Clarity of Intention
How Does Intention Have An Impact On The Culture Of A Company?
Our intention determines the success of our outcomes and our opportunities. In every action and reaction our intention will determine our behaviour and therefore our results. When it comes to customer experience its critical to know the intention of your team to be the best they can be in delivering value to the customer. Without a clear and defined intention the best possible outcome is the standard of satisfaction, basically you got what you expected. However if the intention is clear and defined and a process of delivering a 10/10 experience is trained into your team then customer appreciation is the outcome. One of the big mistakes made in training customer service into a business is not focusing on the individuals' intentions - "Am I just doing this process because I have to?" or "am I mastering this process because I know it matters to our customers and I have to ensure I deliver service excellence to protect loyalty?"