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Use AI to Improve Your Performance - 7/23/24


Many companies are integrating Artificial Intelligence (AI) into some aspect of their business.  This could greatly change how they operate, how they communicate with customers. This AI wave reminds me of a story from 20+ years ago when a stock brokerage firm launched a new website that greatly enhanced the Read more

The New Burger Experience - 7/16/24


Floyd loves a good hamburger. Any chance he gets to try a new spin on an old standby, he takes it. Recently, a burger joint opened near his house, and Floyd was very excited! It was owned by and named for a world-renowned chef, so it had to be Read more

Boost Customer Happiness - 7/9/24


There’s a cooking show that a friend of mine watches, and the premise is all about reverse engineering food.  They may take a Reese’s Peanut Butter Cup, analyze it, and determine the ingredients just by tasting it.  Then they figure out a recipe.  The cook will try to make Read more

Brainstorm to Better Yourself - 7/2/24


I’ve led enough sessions with clients on continuous improvement topics to have solid experience on how to lead ideation exercises, brainstorming to develop new ideas.  Oftentimes these sessions start with the right question; the first answers may not be the ultimate solution, but they can serve as a jumping Read more

The Power of the Pause - 6/25/24


When I’m facilitating a meeting, and it feels like it’s going off-track or the discussion is going a little longer than it should, I may say something like “let me pause the conversation so that…” or “let’s pause just for a minute and consider…” I don’t like the word STOP. Read more

Handle Interruptions Heroically - 6/18/24


In the middle of a project, Jimbo, the customer service team member, had to stop what he was doing because he received an e-mail from a customer complaining about their experience at a recent event. Later that day, Jimbo was asked by his boss to put everything on hold for Read more

From Employees to Teammates: The Shift - 6/11/24


Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members! The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking Read more

Nurture New Relationships - 6/4/24


Freddie was a new business owner in town.  He was launching a franchise, had acquired some funding from a local bank, and was in search of staff who cared about customer service. All the while, he was in the process of renovating a storefront for his business, so he was Read more

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

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BRE and Beyond…Act on What You Know Makes Customers Happy

Posted on March 29, 2012 in Business Advice, Government Please leave a comment

Fix what customers don’t like, but also give customers more of what they do like.

Continuous improvement in customer service is not all about root cause analysis and process improvement. Much of it is about doing more of what already satisfies the customer.

In the article Survey: Oshkosh good for business as CEOs cite better economic outlook, the local economic development organization reports results of a survey of local businesses. When economic development organizations have a Business Retention & Expansion (BRE) component, it’s because they want to retain those industries and those jobs (and those fees and taxes, etc.) locally. So surveys are conducted on businesses just like retailers conduct surveys with customers.

The Oshkosh article notes changes made as a result of the survey to help businesses become more accessible to customers and to plan for infrastructure changes. But one of the great things about BRE surveys or any surveys for that matter is that the survey organization also learns what the customer (or in the case, the business) likes – they like talking about their facilities or products, oftentimes they like the personal relationship with BRE organizations, they like help with facilitation of difficult permitting processes, they like the access to qualified technical personnel locally. And BRE organizations that are great at what they do, use the information on what makes customers happy to their benefit.

If the industry likes to share information about their facilities and products, find forums to allow them to present about themselves. If they like the relationships with the BRE staff, create Touch Point Plans for ongoing relationship-building. If the business likes help with permitting processes, create an issue-resolution process in partnership with the local code enforcement agency. If they like the access to qualified technical personnel, ensure businesses are establishing relationships with local providers of technical staff, with community colleges, and even some high schools.

Whether it’s for a BRE organization or a private business, research to uncover customer likes is important. Sometimes capitalizing on what already makes them happy is as important as fixing those things that bring frustration.

Act on what makes customers happy.

Interested in CSS’ Government Services? Check out:

http://cssamerica.com/cssgovt.htm

http://cssamerica.com/cssbrenews.htm

http://cssamerica.com/cssbresurvey.htm


Satisfy Patients or Payments Suffer

Posted on March 21, 2012 in Business Advice, Healthcare Please leave a comment

“Sure I’m not sick anymore, but the food was lousy!”

Huh? Why do people go to the hospital? You would think it would be to get their broken arm healed, their sickness cured, their ailment addressed, wouldn’t you? Well you would be correct, but when patients go to hospitals, they often assume that they’ll get good clinical care. So what ends up driving their opinions of the experience is often everything BUT the clinical care.

In the article Stakes high for hospital service, Detroit-based Henry Ford health system is highlighted because of their efforts to improve patient satisfaction. The Federal Government is implementing a patient satisfaction evaluation system for healthcare providers (primarily hospitals at this point) where reimbursement will be based in part on patient satisfaction ratings. So when you don’t satisfy patients, your payments are going to suffer.

We work with hospitals, helping them create and execute 90 day action plans that focus on recognizing progress and addressing issues on an ongoing basis. The Henry Ford hospitals have gone to the point of creating “fine dining restaurant”-type menus and even creating loyalty programs for their emergency departments.

But what we find in our work with hospitals and what Henry Ford confirms is that so much of patient satisfaction comes down to whether or not employees and physicians convey they care about the patient. Is customer service part of the culture? Does the hospital care more about the patient they’re serving or the x-ray they’re taking? Are staff patient with patients, or is it more about the task than the customer?

Beyond any program you provide to your clients, first think about how you can get your employees to convey that they care for the customer. Your financial success depends on it.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


Don’t Let the CRM Tail Wag the Dog

Posted on February 8, 2012 in Business Advice, World of Customer Service Please leave a comment

Lacking a strategy on how to retain customers, many businesses look at their cool new CRM (Customer Relationship Management) system and go down the wrong path.

You mean we can setup the system to e-mail the customers? Great! Our retention plan is to blast our customers with e-mail marketing messages!!

You mean we can pull in fields from the sales module and use those with our current customers? Great! Let’s figure out what fields those are so we can make sure we get that information…so that we can have that information…so that we can look at that information…and we can manage our customer relationships!

You mean there are standard surveys and dashboards that we can use? Great! We’ll use those survey questions and those dashboards to manage our customer relationships!

Now what’s wrong with all these scenarios? Hopefully you’ve guessed it. The company is devising a Touch Point Plan based on a computer system’s feature. The company is determining what intelligence to acquire based only on what the system gives them. The company is surveying and managing through standard reports from a system.

The system is creating, executing, and managing the strategy. The tail is wagging the dog.

Instead, companies should determine their own retention and growth plans with existing customers, and determine how to leverage the CRM system to help when needed. Companies should determine what intelligence to gather, how to gather, and – actually as the starting point – what they’re going to do with that intelligence. Companies should determine how they want to analyze it; then get the system to do what it needs to do for them.

Systems are generally built generically – for broad application.

Your business is built SPECIFICALLY – for your customers. Lead your systems; don’t let them lead you.

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/


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