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Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

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9 Quick Ideas for Customer Service Week – There’s Still Time!

Posted on October 9, 2013 in Business Advice Please leave a comment

The World loves a landmark, an event, a holiday season, a moment in time. Greeting card companies especially love these milestones, because they’re usually a good reason to buy a card for someone.

Well this week is no different. In the business world, this is known as Customer Service Week. It’s a time to celebrate and recognize all stakeholders as well as refocus on the importance of customer service. So with the week halfway gone, these are 9 Quick Ideas you can still take and run with for this week and beyond:

  1. Have every employee write one handwritten Thank You letter or card for a key customer – appreciating their business.
  2. Have every supervisor/manager commit to writing one Thank You e-mail, letter, or card to an employee every other week – that’s 26 per year – noting appreciation for something specific the employee has done well.
  3. Identify 1 improvement your organization can implement over the next 30 days in how you reward staff for high levels of customer service – align rewards with desired behaviors.
  4. Convene a team of employees to identify the key issues or customer-related complaints they deal with on an ongoing basis. Commit to permanently eliminating the root cause of one of those over the next 30-60 days – benefits customers and staff as well.
  5. Identify 3 core customer service metrics to gauge monthly that everyone in the organization can understand and focus on as measures of performance.
  6. Create a Customer Service Book Club, and meet 1-2 times a month to discuss. We have an “unbiased” recommendation here to get started – Ask Yourself…Am I GREAT at Customer Service?
  7. Do a short survey via e-mail, using a web-based tool, or even via the phone with customers asking 2-3 key questions. For example:
    • What do we do best?
    • What are the main reasons you’re our customer?
    • How can we improve our service to you?
  8. Do a short survey with staff asking 2-3 key questions. For example:
    • What do you like best about the culture and work environment at our business?
    • What are the main reasons you work here?
    • How can we make this a better place to work?
  9. Have the CEO or some other executive host an informal party for staff, conveying his/her appreciation for what they do.

Find some way to appreciate your staff and customers.

Like these ideas? Then check out our Customer Service Tips of the Week.


Gauge Customer Satisfaction at Every Encounter – 10/8/13 TOW

Posted on October 8, 2013 in Customer Service Tip of the Week Please leave a comment

You may already feel you’re on “Metric Overload” (measuring customer satisfaction on surveys, getting mystery shopped, knowing your NPS, getting your CX ratings, and ensuring the ECS is A-OK).

Now – based on the title of this Tip – I’m going to tell you that you have to measure MORE?! Not exactly. What I’m suggesting is more do-able than daunting.

I want you to GAUGE customer satisfaction at every encounter. Measurement is done for many reasons, but the initial reason is always to gauge satisfaction. It’s easier to gauge (or get a feel for, an understanding of) satisfaction if you measure satisfaction.

But measurement for the sake of measurement is a waste of time and money. However, having every employee GAUGE customer satisfaction – literally at every customer encounter – is almost always beneficial.

So what do we mean by “gauge.” Hold the magnifying glass up to the customer’s body language; tune in more clearly to their tone-of-voice. What do those non-verbal communication methods tell you about what’s going on inside them, about what they’re feeling?

Literally ask “How was your experience today?’’ or “Did you get your needs met?” or “Is there anything more we can do?” or “Was there anything we could do differently/better next time?”

After many consulting engagements, I ask the client “Was this what you were hoping to receive when we started this process?” or “Do you feel like we achieved the goals you had envisioned when we began this project?”

By gauging the customer’s satisfaction during that encounter, you create – for yourself – an opportunity to learn what you’re doing well and to get positive feedback. You create – for the customer – an environment where they’re more comfortable sharing feedback, particularly constructive (negative) feedback.

At every customer encounter, you’re gauging customer satisfaction by literally looking, listening, and asking questions. You want to KNOW whether they’re satisfied before the conversation ends (and obviously address it if they’re not).

Gauge the customer’s satisfaction to better yourself and your organization.

 


Fan Equity – The Latest Study…Clear as Mud

Posted on August 29, 2013 in Business Advice, Sports Please leave a comment

Emory University recently published results of their “NFL Fan Equity” study. In the study, they evaluate and rank the 32 teams’ fan bases. You may wonder how your team ranks, but prior to getting too involved and passionate about the results (the study has been hammered by fans since its publication), let’s first define what the study addresses.

It ranks teams by their fan’s “equity”…okay…what does that mean? It means loyalty…but teams that are ranked in the middle of the pack continually sell-out. It means revenue in relation to wins…so that means that teams that win a lot can’t have the highest rank.

The problem here is definition – in any research, you’re going to get push back if the reader doesn’t like the results, particularly if you can’t clearly define the basis for the conclusions. If we were to do a study based on loyalty, we could look at season ticket holder renewal rates, or we could look at waiting list for season tickets, or we could simply ask fans (which this study doesn’t do) about their relative fan affinity.

So what in the world is “equity” – usually that either deals with equality/fairness or financial equity such as the amount of stock an individual owns. I assume they’re speaking of the latter, but it’s not clear when they toss in words like “loyalty” and “fan support.”

When you embark on any research project, keep two things in mind. First, know your goal. What are you trying to learn? What are you trying to accomplish with the results? How are you going to clearly communicate findings, conclusions, and recommendations?

Second, ask the customer. Don’t make evaluations of the customer (especially about their affinity, loyalty, renewal likelihood, growth opportunities, etc.) without asking them.

When you look to research your fan base, begin with the end in mind…and ask the customer directly.

Interested in improving your organization’s fan retention and revenue? See our other blog posts at: http://serviceadvice.cssamerica.com/category/sports/

Learn about our CSS Sports services at: http://cssamerica.com/csssport.htm


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