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Add You - One of the Secrets of a Great Customer Experience
Some time ago I was visiting a friend at his company and we got to talking about the software that I was working on. I explained it was a web-based CRM system that could be used by any company (large or small) to help streamline their business. He said to me, "I don't see how it could help us, we have half a dozen support reps and they handle our customers just fine". I asked him if anyone had taken the time to actually calculate dollar-wise,how much supporting customers was costing the company. He wasn't sure but th
Dell Computers have set up a number of “Listening Posts” to ensure they capture customer information and convert this into something that is usable by the customer.
So attention to detail in Building Great Customer Experiences is key. The converse is also true. Lack of focus on the Customer Experience will detract from the Customer Experience. The other night I visited my local cinema. The “baby booster chairs” were left in the aisle so that when we entered the cinema, late, we nearly broke our necks falling over them! ……the massiv
Planning and preparing before you begin to send out resumes could save you some embarrassing moments when you receive that unexpected call.You just never know when that phone is going to ring. Let's say the phone rings just as you are about to sit down for dinner, but this time it's not a pesky telemarketer -- it's a company recruiter calling. The voice on the other end of the phone says she is calling about a resume you sent in six weeks ago. 'What -- six weeks ago? I sent out 40 resumes in the past si
So let’s give you an insight to what some of these companies did. Pr?t-a-Manger told us about the absolute struggle they go through to make sure that all the ingredients in their sandwiches are additive free so as to enhance the taste of the sandwiches. This involves a great deal of searching to determine the best supplier, as well as extensive tasting. The time and money they spend on this activity is phenomenal and costs a great deal. But this is part of their attention to detail.
Liam Lambert, Director of the Mandarin Oriental Hyde Park Hotel told us of his “attention to detail”. He wanted his doorman to stand out as “beacon’s” to help promote the hotel - as it is on the less busy side of the street. He saw other hotel doormen who were all dressed in “grey” overcoats. This colour made them blend into their hotel buildings and act as great camouflage! Liam decided to dress his doorman in red! Truly a beacon! It worked! More people noticed than ever before.
Liam told us about how he treats his new arrivals. Our group were privileged to attend and witness his “Morning Prayers”. This is where all the managers from all the departments in the hotel get together EVERY MORNING and talk through EACH AND EVERY new guest that is arriving at the hotel that day. They look at who they are. They look at where they are coming from and therefore how likely they are to be tired for instance. They even get on their guests web site and try and find out more about the person coming to stay so that they can serve them better! Finally, if available on the web site, they will print a picture of the individual who is staying with them and place it on the “Guests Wall” so the staff can recognise the person by name! So do you go into that amount of detail with your customers?
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out when the optimum time is to deliver hot towels in Upper Class! Before or after take off! They also have worked out the optimum layout of a service trolley and they have great new lie down beds in Upper class. As someone who spends a lot of time travelling around the world giving conference speeches, I can’t wait to try them!
Dell Computers have set up a number of “Listening Posts” to ensure they capture customer information and convert this into something that is usable by the customer.
So attention to detail in Building Great Customer Experiences is key. The converse is also true. Lack of focus on the Customer Experience will detract from the Customer Experience. The other night I visited my local cinema. The “baby booster chairs” were left in the aisle so that when we entered the cinema, late, we nearly broke our necks falling over them! ……the massive
It used to be common for workers to scoff at the idea of wearing any sort of personal protection equipment, or PPE. However, the times, the technology and the laws have changed. The workplace today is a much safer place as a result.The Occupational Safety and Health Act was passed in 1970 to “assure safe and healthy working conditions for working men and women”. OSHA, the governmental agency responsible for the enforcement of the 1970 Act, determines the safety regulations required for all businesses in
Liam Lambert, Director of the Mandarin Oriental Hyde Park Hotel told us of his “attention to detail”. He wanted his doorman to stand out as “beacon’s” to help promote the hotel - as it is on the less busy side of the street. He saw other hotel doormen who were all dressed in “grey” overcoats. This colour made them blend into their hotel buildings and act as great camouflage! Liam decided to dress his doorman in red! Truly a beacon! It worked! More people noticed than ever before.
Liam told us about how he treats his new arrivals. Our group were privileged to attend and witness his “Morning Prayers”. This is where all the managers from all the departments in the hotel get together EVERY MORNING and talk through EACH AND EVERY new guest that is arriving at the hotel that day. They look at who they are. They look at where they are coming from and therefore how likely they are to be tired for instance. They even get on their guests web site and try and find out more about the person coming to stay so that they can serve them better! Finally, if available on the web site, they will print a picture of the individual who is staying with them and place it on the “Guests Wall” so the staff can recognise the person by name! So do you go into that amount of detail with your customers?
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out when the optimum time is to deliver hot towels in Upper Class! Before or after take off! They also have worked out the optimum layout of a service trolley and they have great new lie down beds in Upper class. As someone who spends a lot of time travelling around the world giving conference speeches, I can’t wait to try them!
Dell Computers have set up a number of “Listening Posts” to ensure they capture customer information and convert this into something that is usable by the customer.
So attention to detail in Building Great Customer Experiences is key. The converse is also true. Lack of focus on the Customer Experience will detract from the Customer Experience. The other night I visited my local cinema. The “baby booster chairs” were left in the aisle so that when we entered the cinema, late, we nearly broke our necks falling over them! ……the massiv
After you have targeted your core customer base, you can then focus on creating a statement of what your business truly represents, a branded identity that your customers can relate to. Your new identity will help them to understand, trust, and become loyal to your business. This will bring you a much higher level of success in return.Branding is one of the hottest buzzwords in business. But what is it? Branding is basically building consumer trust. It is offering an expected product or service and genera
Liam told us about how he treats his new arrivals. Our group were privileged to attend and witness his “Morning Prayers”. This is where all the managers from all the departments in the hotel get together EVERY MORNING and talk through EACH AND EVERY new guest that is arriving at the hotel that day. They look at who they are. They look at where they are coming from and therefore how likely they are to be tired for instance. They even get on their guests web site and try and find out more about the person coming to stay so that they can serve them better! Finally, if available on the web site, they will print a picture of the individual who is staying with them and place it on the “Guests Wall” so the staff can recognise the person by name! So do you go into that amount of detail with your customers?
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out when the optimum time is to deliver hot towels in Upper Class! Before or after take off! They also have worked out the optimum layout of a service trolley and they have great new lie down beds in Upper class. As someone who spends a lot of time travelling around the world giving conference speeches, I can’t wait to try them!
Dell Computers have set up a number of “Listening Posts” to ensure they capture customer information and convert this into something that is usable by the customer.
So attention to detail in Building Great Customer Experiences is key. The converse is also true. Lack of focus on the Customer Experience will detract from the Customer Experience. The other night I visited my local cinema. The “baby booster chairs” were left in the aisle so that when we entered the cinema, late, we nearly broke our necks falling over them! ……the massiv
The onslaught of people who have recently started their own businesses attests to one thing: people like to be their own boss. This way, if they dislike the person they work for, they can actually do something about it. But, for the rest of us, those of us who are not entrepreneurs or trailblazers of a company, a boss just comes with the territory: having a boss in an office is as essential as having a cubicle.Some bosses are fun, they go to happy hours and pick up the tab. Other are not, they yell at their em
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out when the optimum time is to deliver hot towels in Upper Class! Before or after take off! They also have worked out the optimum layout of a service trolley and they have great new lie down beds in Upper class. As someone who spends a lot of time travelling around the world giving conference speeches, I can’t wait to try them!
Dell Computers have set up a number of “Listening Posts” to ensure they capture customer information and convert this into something that is usable by the customer.
So attention to detail in Building Great Customer Experiences is key. The converse is also true. Lack of focus on the Customer Experience will detract from the Customer Experience. The other night I visited my local cinema. The “baby booster chairs” were left in the aisle so that when we entered the cinema, late, we nearly broke our necks falling over them! ……the massiv
Salary and Benefits NegotiationOne of the most difficult aspects of job searching for many people, especially those who are just starting out or who are making a mid-career change, is actually the salary and benefits negotiation aspect. This is true partly because some people are just naturally uncomfortable with negotiation in general and also because they may not feel knowledgeable enough about the job market to be able to effectively negotiate for better pay and benefits. In other cases, certain job seekers
Dell Computers have set up a number of “Listening Posts” to ensure they capture customer information and convert this into something that is usable by the customer.
So attention to detail in Building Great Customer Experiences is key. The converse is also true. Lack of focus on the Customer Experience will detract from the Customer Experience. The other night I visited my local cinema. The “baby booster chairs” were left in the aisle so that when we entered the cinema, late, we nearly broke our necks falling over them! ……the massive queue to buy a ticket - only two tills were open but there were 3 people standing at the back chatting whilst 50 customers fumed. We have all had similar experiences. It takes thought, it takes time and it takes commitment to build a great Customer Experience. We commend you to pay attention to the detail
Colin Shaw Founding Partner, Beyond Philosophy © Beyond Philosophy 2004
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