Posted: 23 Oct 2011 04:57 PM PDT
Customer Service has changed so much in the last few years because of the rise social media and online resources. Feedback and word-of-mouth testimonials have never been so connected across a digital and virtual expanse at the speed of a single click. It's time to make the customer front and center in order to sustain a business.
The old rules no longer apply. Before, we thought that if a customer is satisfied, they will tell a couple of their friends. And if they weren't, they would tell more than 10 of their friends about their bad experience. Today, a totally dissatisfied customer will tell their thousands of closest strangers!
The world is changing so fast and we have no choice but to change along with it. It's no longer enough to have satisfied customers. We need to WOW them! We need to INNOVATE.
I remember leadership development speaker & author Mark Sanborn's story about awful customer service:
The cup here is symbolic. We don't necessarily need to change our staff or the way we train our people in order to give good customer service. What is required is a change of mindset. Deliver the same great products and services that you have. Just change the "cup". Change the way you offer solutions. Change the way you communicate to your customers. More importantly, change how you make your customers feel.
Are you ready to change the cup today?
Francis Kong will be speaking on the topic of Customer Service Innovation along with international hotelier and service excellence consultant Merril Yu. This event is on November 9, 2011 at the Crowne Plaza hotel. For more details, click here: http://www.inspireleaders.com.ph/upcoming-events/customer-service-innovation/
|You are subscribed to email updates from Francis Kong's Blog Post |
To stop receiving these emails, you may unsubscribe now.
|Email delivery powered by Google|
|Google Inc., 20 West Kinzie, Chicago IL USA 60610|