[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2015\/08\/07\/customer-experience-leadership-video\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2015\/08\/07\/customer-experience-leadership-video\/","headline":"Great leaders understand great customer experiences","name":"Great leaders understand great customer experiences","description":"Creating a culture focused on customer experience has to start with great leadership","datePublished":"2015-08-07","dateModified":"2021-08-23","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/rita-marini\/#Person","name":"Rita Marini","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/rita-marini\/","identifier":116,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/712f3e969cfbbc79f7013a5aa12653418f6d9965a483e588776e3a710a3943e4?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/712f3e969cfbbc79f7013a5aa12653418f6d9965a483e588776e3a710a3943e4?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2015\/08\/great-customer-experience.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2015\/08\/great-customer-experience.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2015\/08\/07\/customer-experience-leadership-video\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]}],"wordCount":329,"keywords":["Content Marketing","CRM | Customer Relationship Management","Customer Engagement","Customer Experience | CX","Digital Commerce","Digital Marketing","E-commerce","Ecommerce","Ecommerce News","Ecommerce Trends","Future Commerce Trends","Touchpoints","Trends"],"articleBody":"Creating a customer experience culture is a tall order and it begins with leadership that addresses the concerns of its internal constituents. After all, happy employees equal happy customers, right?That is what Clive Schlee believes. As the CEO of Pret a Manger, the fast-growing (323 stores around the world), fast-casual sandwich shop, he created what he called Prett Buzz, a 60-second\u00a0customer connection \u201cfilled with smiles, positive energy, and a genuine human connection, especially for repeat customers.\u201d In order to make Prett Buzz a reality, \u201cthe company has identified a set of ‘Pret Behaviors’ to create the Buzz and an in-depth training program to instill those behaviors.\u201dInterestingly, the experience I had with Pret a Manger when I was in New York was exactly that. I had about 60\u00a0seconds to pay for my sandwiches and I remember experiencing the warmth smile and greetings from the staff who served me. I know now where that came from.This example is not too far off from a couple more shared by Shep Hyken, a customer experience expert, speaker, and New York Times bestselling author. He talked about Walt Disney\u2019s \u201cStooping Down to Excellence\u201d or Ritz Carlton\u2019s famous nine-words motto, \u201cladies and gentlemen serving ladies and gentlemen.” These organizations start from the top with strong beliefs around customer engagement, and the leaders not only create the model, but also live out the principles, and encourage their employees to do the same.Bottom line, the most successful customer-experience oriented organizations start with leadership. If the leader doesn\u2019t get \u201cit,” chances the employees won\u2019t, either. If\u00a0you\u2019re a leader and you\u2019re very much at the center of this topic, take heart\u2014Hyken\u00a0reminds us that excellence in customer experience is a journey, not a destination.  Relationship status: Complicated.AI in e-commerce is critical, but obstacles around data privacy, talent, and integration are slowing adoption. Our powerhouse panel has the stats + strategies you’re looking for. Register HERE. "},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2015","item":"https:\/\/www.the-future-of-commerce.com\/2015\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"08","item":"https:\/\/www.the-future-of-commerce.com\/2015\/\/08\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"07","item":"https:\/\/www.the-future-of-commerce.com\/2015\/\/08\/\/07\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Great leaders understand great customer experiences","item":"https:\/\/www.the-future-of-commerce.com\/2015\/08\/07\/customer-experience-leadership-video\/#breadcrumbitem"}]}]