There is an Uber Coming to Every Industry
Customer Service has never been more important than it is today. Today is known as the digital disruption era. Understand this: there is an Uber coming to every industry.
The more you intersperse technology between the customer and the company, the more you create complex systems prone to breakdown, and the more you remove the sense of dealing with a human being. Whether the technology is complex voice mail systems or social media, the net effect is to DEPERSONALIZE contact between customer and company.
Technology can never be empathetic, build relationships or make a brilliant comeback when your company drops the ball. Customers crave recognition and a personalized experience. In short, technology cannot provide genuine hospitality. It cannot express empathy, make people feel good, take care of others, express emotions and vulnerability in a relatable way, or make people laugh.
We have subconsciously sent the wrong message to all our employees, that it is about the technology – our website, apps, social media, virtual tour, iPads, kiosks, self-check out. So our employees start using the technology as a crutch, thinking they have less importance, less of a role with the customer. They rely on the technology to provide the experience. We need to reverse that. Customer experience is 10% technology and you are 90%.
We need to make sure every single person working in your business knows and understands one critical thing: YOU ARE THE EXPERIENCE.
Those who understand the human touch is an indispensable part and the most important part of a great customer experience will make the difference. Customers and people are starving for a humanized experience. To be a person, who matters, with a life. It’s really about human connection. Whether it is face-to-face, ear-to-ear, or click-to-click.
The BEST Customer Service Quotes Ever Said Journal
I love quotes. I am enamored with quotes. Quotes inspire me and make me think. I have been creating and collecting quotes on customer service and customer experience for over twenty years. This book is a collection of the best quotes ever said on the subject of customer service and customer experience.
I didn’t want it to be just a quote book that sits on a desk and collects dust. This is why I combined it with a journal. I want people to be able to use this daily at work and in meetings, to carry it around to write down notes and thoughts, and to use the quotes to inspire them and their teams to build world-class customer service organizations. I want them to be inspired to be part of the customer service revolution, to make price irrelevant, and to be the brand customers cannot live without.
I hope you enjoy these quotes as much as I do. Now let’s go make some history-stuff that people will talk about for decades to come, that may end up in the history books, and redefines the way things are currently being done.
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