We trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs. Our major customer service clients have included restaurants, theaters, and casinos. Our programs always focus on the latest information combined with assessments, direct applications to client specific issues, and heavy experiential learning.
A chief character in the movie we call “customer service” is obviously the customer. But, since service involves the co-creation of an experience, the other chief character is the service provider. A customer without a service provider is just a person in search of a source for meeting a need; a service provider without a customer is a person or entity on the eve of bankruptcy! Animation is the collective spirit that serves as the energy for the service encounter.
James Schreier's insight:
From one the brilliant minds in customer service. And I 99% agree -- my only disagreement is that I'm "awed" by both Disney World and Cirque du Soleil. And because Disney World as so many more "Moments of Truth" than someone has when they attend a "Cirque" performance, those contacts with Disney Cast Members just continue to astound me.
Customers as Assets measure the impact of the end-to-end experience of your business on business growth. It measures what customers actually DID (via their behaviors), versus what they SAY they are going to do (via surveys). Measuring customers as assets illuminates how customers voted with their feet to a) stay or leave, b) get more or less from you, c) bring others to you
Today’s interview is with Peter Shankman, an author, entrepreneur, speaker, and worldwide connector. Peter joins me today to talk about his new book: Zombie Loyalists: Using Great Service to Create Rabid Fans, a book about how to create fans that not only keep returning to do business with you but also help you massively grow your customer base, brand awareness and revenue.
Figuring out how to elicit creativity in the workplace is a challenge that’s been facing employers for many years. There’s a fine balance between letting someone’s imagination run amok versus recognizing original and innovative thinkers who will come up with the best ideas to benefit your business. Finding employees with creativity is a good start, but you also need to know how to harness that power to everyone’s benefit. Here are five tips about how to let your employees’ creativity shine.
I am enjoying a love affair with sprinkles!! Not only is it the title of my newest book, it has opened up a fresh and vibrant world of novel ways to turn good service into really special service. It has provided a charming portal into the world of service ingenuity—the type that awes instead of wows; compels a customer story, not just coerces a customer’s return.
Studies show that customers today hit the road when they don’t like the human side of doing business with a company. At The Melting Pot, every employee takes careful aim at preventing such incidents from happening. They strive for service perfection, an overall attitude motivated by the company’s customer-centric core.
The explosion of marketing technology tools and software gives marketers innumerable opportunities to engage consumers and provide excellent customer experiences. In fact, 89 percent of marketers expect to compete primarily on the basis of customer experience by 2016, according to Gartner. But not all technology is equally useful and marketers must weigh the value of a point solution versus integrated versions.
The consumerization of IT and the explosion of mobile devices have created significant expectations in the consumer’s mind. For instance, Strangeloop Networks reports that if a Web page takes longer than three seconds to load, 57 percent of mobile customers will leave the page. And according to MoPowered, 30 percent of customers abandon a transaction if the experience is not mobile-optimized.
A personalized experience used to be as simple as greeting a customer by name, but as digital and physical experiences merge, the bar for meaningful customer experiences is rising. Companies like Amazon, Starbucks, and Netflix have trained consumers to expect a personalized experience from businesses. And companies that stick with generic messages and experiences risk throwing away money.
So, Intuit had to make a quick move. They did some things right to bring back many of their customers, which we can learn from.
They acknowledged the problem as they saw the customer comments. They apologized for it. Very important whenever there is a mistake. This mistake was big enough that the CEO had to make a public apology, which sent a very positive message. They fixed the problem by offering the refunds and upgrades. They took accountability. The general manager and CEO’s message was clear that they were taking steps to right the wrong. They did it quickly. Their fast reaction convinced many of the customers who were thinking of abandoning the software to stay.
James Schreier's insight:
Every successful customer (guest) service training program that I've been involved with has included a major component on dealing with customer dissatisfaction -- closely following exactly the model followed here by Intuit.
Developing an authentic customer service style is a requirement for success with customers in the new economy. Customers in today’s marketplace (including the enormous millennial generation, their Boomer parents and the GenX’ers in the middle) favor...
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