I include this is the ServingExperience collection because a company that exists, follows and thrives upon the ServingExperience way will have a story, and stories that are sincere and true (essential for them to work for a company) and these will also (need to) be truly embraced from CEO to kitchen towel supply supervisor - then and only then does story, brand and reputation float on the high seas of the marketplace.
Not receiving complaints about customer service doesn’t always mean that you’re getting customer service right with your customers.
Research shows that very few of your customers will actually voice their complaints to customer service. This means that even when things seem to be going right, they could be going wrong, very wrong. As a customer service focused organization, you’re better off receiving more complaints as this gives you the opportunity to make things right with your customers instead of just letting them suffer in silence.
The Salesforce team recently published an infographic on 5 common myths that organizations struggle with when it comes to their customer service delivery. Avoiding these typical myths is key for those wanting to align their teams in order to improve the overall customer experiences that customers get from your organization.
All adds to the picture of looking at The Experience and thus, ServingExperience. This is the aim above all others for success, progress and imporvement. It includes WOW, customer delight, loyalty, brand building and so much more. It yes really, even improves the world one customer at a time.
Delivery logistics and thin margins delayed the inevitable, but capital is finally pouring into online grocery shopping. (The grocery business is ripe for disruption, but will customers let strangers pick out their produce?
Roger Ellman's insight:
Grocery shopping can be romantic, mystical and fun. But not often!
Amazon's ability to erase the crud of life (looking forward to their "eliminating" all bureaucracies soon, at least acting as the oh-so-easy, friendly interface) continues well.
Another "cheat sheet" (in this case a good thing!) to remind you to steer towards the goal above all others ServingExperience...the way customer service goes beyond....and imporves the world one customer at a time.
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