Utilizing Customer intelligence to personalize their experience, and engage and anticipate their needs. Create Secret Service systems that easily enable front-line employees to personalize the Customer’s experience by engaging them and anticipating and delivering on their needs. Having great standards is not enough, you now need to systemize those standards in order for them to be realistically delivered on a consistent basis.
Amanda Johns Vaden is the world’s leading expert on reducing client turnover. Her signature program is called & Then Some: The Art of Exceeding Expectations and it focuses on helping businesses and salespeople grow sales by retaining and strengthening relationships with their existingclients. Amanda is one of the Founding Partners at Southwestern Consulting™, which is… Read Full Article
Who said this? The first one to comment with the correct answer without clicking on the picture or googling the quote below wins a personalized copy of my newest book, The Customer Service Revolution! When you are done guessing and want to know who the author of this quote is, just click on the image… Read Full Article
Achieve Breakthrough Execution and Accelerate Growth
BKIFG has a Secret Service Day for their employees – Benson Kearley IFG, an Insurance company headquartered in Toronto, Canada, whose long legacy of being world-class to their own Customers, is being featured in The Customer Service Revolution. However, they recently took experience to a new level for all their employees. As a result of… Read Full Article
JetBlue creates great Secret Service system – JetBlue Airways announced recently that it will provide each inflight crewmember with an iPad mini in order to enhance their ability to deliver a personalized Customer experience. This Secret Service system will allow flight attendants to know more about their passengers onboard, i.e. Customer intelligence. By December 2015,… Read Full Article
Is human interaction an endangered species? Every industry is trying to replace people with technology. This isn’t exclusive to ecommerce, but retail as well. You now see fewer clerks and more self-serve checkouts. According to Michael Chui, a partner at the McKinsey Global Institute, mentioned in an article by Ilan Mochari, Why Retailers Won’t Nix… Read Full Article
Director of First Impression – Often the contact/call center is the only interaction Customers ever have with companies, which would then make sense that organizations should ensure they have an incredible experience. Unfortunately, that is typically not the case. There are several reasons (see past eService white collar sweat shops) besides management not giving call… Read Full Article
Customer Engagement is a contact sport – When dealing with Customers face-to-face, there are three ways employees can engage with Customers: incidental contact, secondary contact, and primary contact. Don’t just tell your employees to be present or to provide genuine hospitality without telling them how. Make it black & white, and make it measurable. One… Read Full Article
