Filed under: Customer Service, Customer Service Training, Dan Pink, John DiJulius | Tags: Domino's Service, Nestle
New Year / New Focus – Kick off the year with the right frame of mind, and make it the year of reaching #1 Unfair Competitive Advantage status by creating a customer service revolution and making price irrelevant. It is also a great time to set up a measurement and reward program that keeps everyone focused on that mission. Nestle is repeating their 2011 Above & Beyond contest that produced great results internally. They are rewarding the top customer service reps who displayed amazing customer service, with an opportunity to attend the 2012 Secret Service Summit! What is your commitment to becoming a world-class customer service organization?
Customer Service Naughty & Nice List- Consumer Reports recently came out with their “Naughty & Nice List” of companies who make it easy (nice) & difficult (naughty) for their customers to do business. This two-minute clip is worth watching!
Prove you really do care – Author Daniel Pink blogs about his shock at a recent personal experience (Call my cell) where a restaurant owner advertised his cell number to any customer willing to share his or her experience. How accessible are you? Are you 100% positive your customers will tell you about a negative experience versus 400 of their Facebook friends
iPay - Apple is at it again, making life easier for their customers. Now you can avoid the crowds at the Apple store by using your iPhone or iPad to check yourself out using an App, or order and pay before you arrive and just pick up your item.
iPizza - I love Apps, especially ones that make your traditional service model into a true experience. Domino’s Pizza now has an App that allows you to monitor to the second, where your pizza is in creation process, from being in the oven to the driver walking up to your front door.
Quote of the week -
advertising campaign ever could.
Filed under: Client Services, Customer Experience, Customer Service, Customer Service Training, Dan Pink, John DiJulius, Patient Experience, Patient Services, Tom Peters, What's the Secret?
Exercise of the week– This is a great exercise for both leaders and front-line employees. Have your team work in small groups of 5-10, and tell them effective September 1, 2011 your company is permanently instituting an “Experience Tax” of 5% for every transaction/invoice. The “Experience Tax” is solely for the experience your employees personally provide, including genuine hospitality, and direct engagement with customer. Have them brainstorm for 20-30 minutes and then share what are they going to do differently and more consistently regarding how will they surprise and delight your patrons and build emotional connections so that not one customer will complain about the experience tax. When they are done sharing and you have written down all their answers, they will be shocked to see that more than 95% of the list will cost next to nothing, yet be extremely easy to do.
Resource of the week – What are the top three things that motivate people, more specifically– your employees? Let’s see how well your answers compare to author Dan Pink’s answers on this video. (http://dl.dropbox.com/u/1673482/John%27s%20power%20point%20pdf/dan%20pink.mp4). The findings from his extensive research are startling and a real eye-opener. I guarantee you will be surprised and want to share it with your entire management team.
Quote of the week – Don’t build monuments to yourself, build them to others, those contributions we wholeheartedly acknowledge will literally follow us into machine gun fire. Tom Peters
