Engineering the Customer Experience
Impeccable Service Motto:
“We are Ladies and Gentlemen serving Ladies and Gentlemen,” -The Ritz Carlton
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Impeccable Engagement:
Use social media to talk WITH your clients and prospects, not AT them.
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In the book, Drive, by Dan Pink, we learn from the science of human behavior that we’re intrinsically motivated by autonomy, mastery and purpose. Do you and your team share the purpose of delighting customers?
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Customer Service Branding:
Work towards positioning yourself as THE thought leader, expert, go-to or resource — in your field — for your clients and prospects. Share valuable content (via social media, etc.) from your area of expertise.
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(Intentional) Customer Service Systems:
I see many businesses operating at a level of unconscious competence and that’s a dangerous place to be. When you don’t know exactly what you’re already doing well — and the impact it’s having on customers and clients — there’s no guarantee it will ever be repeatable or teachable. Document your customer service systems.
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Impeccable Awareness:
Find out what you’re currently doing that may be annoying your customers and clients (hint: ask your team and/or your clients and they’ll tell you) and replace it with something that will surprise and delight them instead.
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Self Promotion vs. Customer/Client Promotion via Social Media: “Make your customer the hero.” –Chris Brogan
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Impeccable E-mail Etiquette:
Don’t “leave ‘em hangin’.” — When someone needs a reply and you know you won’t be able to get to it right away, at least acknowledge their request with something like, “Just wanted to let you know that I received this, Alan. I can make time to get back to you on this by Friday afternoon if that’s OK.”
Note: Remember to under promise and over deliver on your response time.
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Impeccable approachability:
If you have your own business, consider recording a brief, sincere, welcoming (mostly unscripted) video and put it on your web site’s home page. Whether you own your business or not, consider simply keeping your door open and a smile on your face 😉
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Impeccable follow-up:
It’s time to make that client call you’ve been putting off. Besides, the issue/conversation rarely has the discomfort of the anticipatory story you’ve created in your head.
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
