Delight the Customer or Lose Your Job
Delight the Customer or LOSE YOUR JOB
In a memo to all his employees, the CEO of Restoration Hardware, Gary Friedman, told his employees, “We need a MASSIVE CHANGE IN OUR CULTURE AND ATTITUDE RIGHT NOW.” Order-cancellation rates at RH Modern have climbed to 17 percent, up from around five percent. “YOU WILL NEVER GET IN TROUBLE FOR MAKING A DECISION TO DELIGHT OUR CUSTOMERS. YOU WILL, HOWEVER, LOSE YOUR JOB IF YOU DON’T,” said Friedman. Read full article, “Delight the Customer or Lose your Job.”
The Power of a Service Vision
Jeff Zirker, Chief Xperience Officer of The Select Group, shares his company’s experience in creating a Customer Service Vision in his article, “The Power of a Service Vision: How The Select Group Locked Arms to Impact Lives One Positive Experience at a Time.” Zirker explains what it takes and what you have to overcome in launching a Service Vision statement that not only gives employees a strong purpose, but also something actionable that team members can deliver in every interaction with their Customers. “The TSG Purpose was brought to life through a day-in-the-life video, which included scenarios submitted by TSG employees based on real customer interactions,” says Zirker, who is part of the 2016 CXE Academy class. Check out the three-minute video of TSG’s Day in the Life of a Customer.
Don’t forget the ‘social’ part of social media
“The rules of engagement of traditional marketing, advertising, and public relations is no longer an effective tool because of the way in which people are interacting in the new channels of communications. Now, the mistake that most companies are making is they are using these channels as an opportunity to sell stuff. It is really not designed for that. In fact I would submit that you should really resist that temptation and use social media as reservoir of trust with your customers.”
~Howard Schultz, CEO Starbucks
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As an additional BONUS, register this April and receive John DiJulius’ best seller “The Customer Service Revolution” PLUS a Live Keynote Video presentation. This offer only available online.
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