Do Your Customers Get a Standing Ovation?

This is a guest post by Chip R. Bell. Chip is a keynote speaker and author of several national best-selling books. His newest book is Kaleidoscope:  Delivering Innovative Service That Sparkles.

Give Your Customers a Standing Ovation

I smile every time I think of one of my favorite clients from a number of years ago. What made it fun was a visionary, high energy CEO. The company’s sales came through a retail catalog mailed to customers who then placed orders largely via a call center. It was also a time the company elevated its emphasis on their customers’ experiences, not just the merchandise their customers purchased.

One component of the “voice of the customer” initiative was to hold a focus group session with a group of customers who were chosen because they had recently bought and/or returned merchandise. The first focus group was attended by all of senior leadership, including the CEO. At the end of the session customers were given a gift, and while they got a tour of the large distribution facility, the executives who watched the focus group worked on ways to translate insights gained into actions or, in some cases, a wakeup call to get more customer intelligence.

 

“Neglect is more dangerous than strife; apathy costlier than error.” -Chip Bell

 

The highlight of the focus group session was inviting the customers at the end of their tour to have lunch in the employee cafeteria. Prior to their arrival, word was quickly passed that a group of customers were en route to the cafeteria. As they entered the large cafeteria, the entire room erupted into a lengthy standing ovation. It was powerful and affirming!  And, in the words of one employee in the room, “This makes my challenging work worth it.”

In the following weeks, my conversations with the CEO revealed a fascinating discovery.  The standing ovation became a metaphor for the sprit conveyed by the call center employees. Instead of, “Smile more on the phone,” or “Listen more to your customers,” it became, “Give your customers a standing ovation experience.”  It was code for unmistakable valuing and obvious affirmation.

 

“Great relationships are fueled by affirmation.” -Chip Bell

 

The Power of Appreciation

3 Unconventional Ways to Provide Stand Out Customer Service

This is a guest post by Monika Götzmann. Monika is the EMEA Marketing Director of Miller Heiman Group, a global sales training and customer experience company. It specializes in customer service coaching.

Customer service can have a decisive role in the success or failure of a business. In fact, an American Express survey found that 59 percent of people would try a new brand for a better customer service experience, while 70 percent are willing to spend more with companies who provide a great service.

 

59% of people would try a new brand for a better service experience.

 

Unconventional Yet Effective Customer Service Training Tactics

Here, we look at three unconventional customer service training tactics to help your business stand out:

1. Customer Service Training for Everyone

One highly-effective, yet unconventional, tactic is to insist that everybody in a company undergoes customer service training, even if their role is not directly linked to delivering customer service.

Perhaps the most notable example of this is Zappos, who insist that every recruit goes through four weeks of customer service training. The result is that all staff members, even in corporate positions, have first-hand experience of dealing with customers and can better understand their needs.

 

“Customer service is not a department. It’s everyone’s job.” -Unknown

 

2. Understanding Basic Consumer Psychology

Another unorthodox customer service training method is to focus on consumer psychology. Although people are all different, there are a number of behaviors and thought processes that are fairly typical for all consumers. According to Harsh Vardhan, writing for “YFS Magazine,” some of the fundamental customer traits are as follows:

  • When given a choice, customers generally pick the easier way
  • Customers want reassurance or solutions as quickly as possible
  • Pricing is not so important to loyal customers

Teaching your reps these basic concepts can allow them to deliver more satisfactory customer service.

 

“The customer’s perception is your reality.” -Kate Kabriskie

 

3. Playing Devil’s Advocate to Your Own Products

Customer Experience Starts by Ignoring Your Customer

This is a guest post by Dr. Tracy Maylett, Ed.D.. Dr. Maylett is the Chief Executive Officer of DecisionWise, an HR management and consulting firm specializing in employee engagement. He offers an intriguing viewpoint on providing great customer experience.

Want a Great Customer Experience?

Is your organization’s success dependent upon creating an extraordinary Customer Experience? Then start by ignoring your customer. No, really.

 

“If you want a successful customer experience, start by ignoring your customer.” -Tracy Maylett

 

Throwing resources at your customer experience does not guarantee a transformative one. You can redesign stores, roll out cool new products, and engage customers on social media. You can implement every form of customer satisfaction measurement known to man. There’s nothing wrong with those steps. But without employees who care, a beautiful store is just a pretty shell. A sparkly new product is just another new release with a limited lifespan—if it even makes it out of the production room.

Without people engaged in their work, where are those cool innovations coming from? Where are the people who care about the superlative customer experience? Don’t get me started on the dangers of having jaded staffers interacting with customers on social media.

 

“Throwing resources at your customer experience does not guarantee a transformative one.” -Tracy Maylett

 

It All Begins with Your Employees

Creating a strong customer experience is like gardening: hoping and measuring won’t give you the results you want. Gardening requires tending to the components that create the desired outcome: using soil amendments, watering, and weeding. The gardener can’t do much more than that. But, assuming it’s done well, the odds of a solid harvest are high.

Growing a successful organization works in the same way. Success comes through quality products, stellar customer support, prudent financial decisions, great leadership, and employees who personally care about delivering an extraordinary customer experience. When an organization can create a top-notch Employee Experience, the likelihood of delivering a superior customer experience increases exponentially.

The opposite is also true: When employee experience is poor, the customer experience will reflect it. We call this the “Law of Congruent Experience.”

 

“When employee experience is poor, the customer experience will reflect it.” -Tracy Maylett

 

THE LAW OF CONGRUENT EXPERIENCE:

Employees will deliver a Customer Experience that matches their own experience in the organization.

The Secret to Higher Profits in a Digitized World

The Decline of Customer Satisfaction

Customer satisfaction is going down, not up.

How can that be in a world with unprecedented technological progress?

 

“A brand is the sum of the good, the bad, and the off strategy.” –Scott Bedbury

 

Tema Frank founded Web Mystery Shoppers International, the world’s first company to test omnichannel customer service. Her new book, People Shock: The Path to Profits When Customers Rule , shows off both her decades of business experience and the research from interviewing over 150 business leaders. She developed a formula to help businesses improve the customer experience in the midst of a digitized world.

I recently asked her about her research.

 

“The key to getting work done on time is to stop wearing a watch.” –Ricard Semler

 

What is PeopleShock?

As we automate more and artificial intelligence wipes out jobs, the smaller amount that is left for human to human interaction becomes critical. Companies that are people-focused (while using technology to support those people) are the ones that will win in an era of increasing competition and social media power. If you get the people side right, PeopleShock is your key to success. Ignore it and your company will soon be history.

 

“If you’re too busy to build good systems, then you’ll always be too busy.” –Brian Logue

 

Get the 3Ps of Profit Right

Please share your 3P Profit Formula with our audience.

Customers are cranky, and they’ve got more choices than ever before. So you’ve got to keep them happy, and that means getting all of the 3 Ps of Profit right:

Promise – Having a clear aspirational, inspirational and memorable reason for doing what you do inspires staff and customers. It also gives staff a filter for decision-making: Would their action be consistent with the company’s promise?

People – Business success comes from connecting effectively at a human level with people inside (staff) and outside your organization. Outsiders include not only prospects and customers, but people we sometimes overlook, like suppliers, distributors, lenders, investors, media and the public.

Process – As time goes by, some of the processes that got you to where you are stop making sense.  To deliver consistently great customer experiences, you have to regularly re-assess how you’ve been doing things. Start by looking at processes from a customer point of view. What do they experience? Then look at how that lines up with what you do internally.

 

“CEOs are the ones who must conduct the corporate orchestra.” –Tema Frank

 

How does this translate into higher profits?

How to Provide Extraordinary Customer Service

Learn to Provide Extraordinary Service

What is it that makes customer service extraordinary?

This week is Customer Service Week, a week to remind organizations of the importance of customers and the week to especially celebrate those who provide this service day in and day out.

In honor of Customer Service Week, I want to share a conversation I had with an expert in the field of customer service, Mark Sanborn. Mark is an extraordinary professional speaker, the bestselling author of numerous books on customer service and leadership, and a personal friend. His many books have inspired me and countless others to raise our own performance and deliver exceptional service.

In this brief nine-minute conversation, we talk about:

  • What differentiates extraordinary customer service from average service
  • How good recovery means everything if you miss
  • How to use creativity instead of capital to fix customer service problems
  • The danger of indifference
  • Overcompensating for customer service misses
  • How leaders can develop a customer service culture throughout an organization

 

Customer Service Quotes from Mark Sanborn

Some of my favorite customer service quotes from this interview or from his books:

 

“Don’t sell products or services. Instead, create an experience for your customers.”–Mark Sanborn

 

“Go beyond simply satisfying the customer. Aim to astound.” –Mark Sanborn

 

“The customers who are willing to pay you the least will always demand the most.” –Mark Sanborn