It doesn't take a madman to notice that the email industry is in shambles from all the trash that's floating around on the net these days. The effectiveness of email and newsletter campaigns is diminishing as people are starting to tire of the job of filtering through all the junk mail just to get what they want to read. Even with a double opt in email or newsletter many of the newsletters and emails are ignored and many are caught in the spam filters set up by corporations, ISPs or the system operator themselves, what to do?
It certainly doesn't help the customer's experience with your company when your percieved as part of the problem. In fact many customers quit many of their lists because instead of quality emails or newsletters that they signed up for they get an onslaught of up selling and needless marketing from the people they trusted. As a thought market sparingly, but effectively. Customer love real communication and information. They will tollerate some direct marketing, but will turn off to you and your company when faced with to much of it.
Talk about a bummer experience. The idea behind the customer experience methodology is to create contact points in which the customers trust is enhanced and the relationship they have with your company is a positive relationship they can count on for a number of issues, the least being privacy. Building an over all best customer experience is what it is all about.
There are a number of ways actually that you can reach your client and eliminate a number of issues that are all on the negative side of receiving email including opt in list you can't always opt out of. That is the use of a Desktop Marketer. This solution gives your client full control of what comes across their desk from you and by empowering your client with final say they turn around and give you the trust and buy in you need to be effective.
What is a Desktop Marketer? It is a software solution that allows your email and newsletters to go strait to your client's/customer's desktop. Talk about revolutionizing the effectiveness of email. Yep, you can send it strait to them by passing filters, spam traps, black holes and other such nightmares. The customer has complete control over what they read and you can market directly to the customer or market niche unlike with RSS feed solutions.
What really makes this software so hot is that the client sees it as soon as it arrives. It is separate from the normal email bag and is not mistaken for the garbage or unwanted solicitations that so often get in the way. Have an important message to get them, no problem send it and they see a notification icon on their screen immediately. Talk about a command performance.
the Desk Top Marketer creates such a powerful customer experience that it sends your customer/client's trust right through the roof, the same with newsletters and other email communication. This is such a powerful tool. I can't count the number of emails sent and not received. If you’re running an online business communication has to be a number one priority.
There is no special technology to learn or prep for as there are with other solutions like RSS feeds. The customer experience is so positive that the effectiveness of the email and newsletter campaigns run by those using this software went right out of sight, often with 100% response rate. Such responses mean higher conversion ratios and much better effectiveness ratings on communication. Check it out, if you don't try it your crazy. Especially new businesses that are coming online really need to use a .Desktop Marketer to enhance and strengthen their growth. As you build your email list you need to have a way to push your response rates and this is the best way out there. Enjoy your success with the Desktop Marketer
As always we ask for your response and comments.
To learn more about the customer experience and customer service visit "The Customer Development Center.
Monday, May 29, 2006
Monday, May 22, 2006
Part of the great Customer Experience is the Employee
I had the privilege of reading a good blog by Glenn Ross at "The Customer Service Experience Blog". Once again he brings to the forefront a problem that is probably the main root in establishing good customer service programs and customer experience strategies, and that is the employee connection. When ever I have a chance to escape the confines of the office or home for that matter, I always take the time to probe the employees where ever we take our time to shop, eat or just relax. It could be a coffee shop, a small family business, a local manufacturer or a large upscale store with multiple departments and regardless of the country, culture, or the size of the business the patterns are the same.
Employees get the rough end and are rarely included in decision processes and their feedback goes almost always ignored. Generally the employees single out the managers as the main issue. As a consultant who usually works with these managers I will second this appraisal of the leadership from the rank and file.
The single most destructive force in any size business comes down to the managers (leadership) taking responsibility for what happens or doesn't happen in any given business, this includes manufacturing as well. Managers are more focused usually, owners too on how they look instead on how to help those below them function and work better.
When something goes wrong it is always passed down from the owner, CEO, or chairman down to the bottom. If they could blame it on the janitor they will. This is the BIGGEST flaw in the development of consistent customer service programs and strong customer service strategy development. The fact that those who should lead the way aren't allowed to lead and when those who initiated ownership of a project or policy do screw up, they blame others for not doing their job in the first place.
Every business owner and employer is responsible for seeing that there employees are happy, well trained, listened to and included in the decision making process. Managers are facilitators not dictators. Little can be done effectively in the way of customer centered policies and strategy development without the full involvement of the employee. This is especially true since they are the primary contacts at every department level and the prime implementers of all policies.
So if your customer loyalty sucks, your retention rate is somewhee south of the south pole and when you say customer service your customers say what? Tke a look at how you are inlvoving and rewarding your employees. If you want a great customer response, effective policies and outstanding performance you better look to your employees and maybe listen to them, involve them and reward them.
As always your opinions matter a great deal to us and to those who read our blog. Please feel free to share your feelings and opinions.
If you would like to learn more about customer service and customer experience strategies please visit "The Customer Development Center"
Employees get the rough end and are rarely included in decision processes and their feedback goes almost always ignored. Generally the employees single out the managers as the main issue. As a consultant who usually works with these managers I will second this appraisal of the leadership from the rank and file.
The single most destructive force in any size business comes down to the managers (leadership) taking responsibility for what happens or doesn't happen in any given business, this includes manufacturing as well. Managers are more focused usually, owners too on how they look instead on how to help those below them function and work better.
When something goes wrong it is always passed down from the owner, CEO, or chairman down to the bottom. If they could blame it on the janitor they will. This is the BIGGEST flaw in the development of consistent customer service programs and strong customer service strategy development. The fact that those who should lead the way aren't allowed to lead and when those who initiated ownership of a project or policy do screw up, they blame others for not doing their job in the first place.
Every business owner and employer is responsible for seeing that there employees are happy, well trained, listened to and included in the decision making process. Managers are facilitators not dictators. Little can be done effectively in the way of customer centered policies and strategy development without the full involvement of the employee. This is especially true since they are the primary contacts at every department level and the prime implementers of all policies.
So if your customer loyalty sucks, your retention rate is somewhee south of the south pole and when you say customer service your customers say what? Tke a look at how you are inlvoving and rewarding your employees. If you want a great customer response, effective policies and outstanding performance you better look to your employees and maybe listen to them, involve them and reward them.
As always your opinions matter a great deal to us and to those who read our blog. Please feel free to share your feelings and opinions.
If you would like to learn more about customer service and customer experience strategies please visit "The Customer Development Center"
Saturday, May 06, 2006
Customer Experience - Atitude is everything
First and Foremost, may I wish a
BIG Happy Mothers Day
to all the moms who may read this blog and to those moms who are busy doing other things.
I had the opportunity of walking into our neighborhood police center the other day, and no I wasn't in trouble. I was seeking information. I was greeted by two very sharp looking officers at the desk. They greeted me with pleasant warm smiles, and were ready to answer my question, or to address my needs, what ever the task was. When asked questions they answered politely, and they were well versed in their knowledge.
Wow! if only the businesses that we own or do business with every day could get a load of this. They were also quick to smile, and even laugh in response to the customer; putting even the most tense people at ease. Yes, there were some very tense individuals that came through the door, while I took care of my concerns.
They were professional and human all at the same time. I know no less than 1200 businesses that I would recommend them to immediately take over employee training.
My curiosity got the best of me so I asked some relevant questions as to training and such. To my surprise these were street cops, the ones that drive cars, walk the streets and knock on doors. They are, as part of there shift work, put on desk rotation for two hours out of their shift. Yes, they were trained in community relations and in dealing with tense people, and no they were not trained in customer relations or in help desk procedures, but they did a superb job anyway. Why these were men and women who cared about there job outcome not about themselves, who had made a commitment to excellence and had a passion for what they were doing. Is every cop this way? No, but I would bet there are a higher percentage of individuals in the ranks of this police force than there are in the employees you hired.
The point is customer experience management is managing all aspects of customer interaction with a given business or company, and hiring the right people that can embody this, and show genuine sincerity to your customers is (should be) the prime number one step to great customer service. If who you hired employee that can do what these guys did in handling people coming through the door then you hired the right people/person.
Customer service that aids in the developing of high customer retention rates,developing strong customer loyalty and long term strategic cash flow growth isn’t an illusion, if you develop your business with the basic foundation of skilled employees that have the right attitude and are well trained in the scope of your business, including customer care. In other words use smart customer experience development. I don't think I need to relate how this would affect someone’s business. Even if you only have one employee in a whole in the wall key shop you need to focus on more than just tasking skills. Hey sure they can make great keys, but they aillienate the customer.
If you have a machine shop and two lathe operators they should not only be the best you can get at running a lathe, but they should be well versed in customer relations development and be able to answer all questions that effect your scheme of work as a company including customer help desk skills. If not, then train them.
Your businesses success depends on it. Then of course if you just want to struggle for your contracts don't. This would apply to large, regional or small firms. If your struggling making your target numbers or would just like to do more than breakeven follow the above advice.
Please feel free to comment. We are always willing to learn from you.
If you would like to learn more about customer service or customer experience management please check out "The Customer Development Center"
BIG Happy Mothers Day
to all the moms who may read this blog and to those moms who are busy doing other things.
I had the opportunity of walking into our neighborhood police center the other day, and no I wasn't in trouble. I was seeking information. I was greeted by two very sharp looking officers at the desk. They greeted me with pleasant warm smiles, and were ready to answer my question, or to address my needs, what ever the task was. When asked questions they answered politely, and they were well versed in their knowledge.
Wow! if only the businesses that we own or do business with every day could get a load of this. They were also quick to smile, and even laugh in response to the customer; putting even the most tense people at ease. Yes, there were some very tense individuals that came through the door, while I took care of my concerns.
They were professional and human all at the same time. I know no less than 1200 businesses that I would recommend them to immediately take over employee training.
My curiosity got the best of me so I asked some relevant questions as to training and such. To my surprise these were street cops, the ones that drive cars, walk the streets and knock on doors. They are, as part of there shift work, put on desk rotation for two hours out of their shift. Yes, they were trained in community relations and in dealing with tense people, and no they were not trained in customer relations or in help desk procedures, but they did a superb job anyway. Why these were men and women who cared about there job outcome not about themselves, who had made a commitment to excellence and had a passion for what they were doing. Is every cop this way? No, but I would bet there are a higher percentage of individuals in the ranks of this police force than there are in the employees you hired.
The point is customer experience management is managing all aspects of customer interaction with a given business or company, and hiring the right people that can embody this, and show genuine sincerity to your customers is (should be) the prime number one step to great customer service. If who you hired employee that can do what these guys did in handling people coming through the door then you hired the right people/person.
Customer service that aids in the developing of high customer retention rates,developing strong customer loyalty and long term strategic cash flow growth isn’t an illusion, if you develop your business with the basic foundation of skilled employees that have the right attitude and are well trained in the scope of your business, including customer care. In other words use smart customer experience development. I don't think I need to relate how this would affect someone’s business. Even if you only have one employee in a whole in the wall key shop you need to focus on more than just tasking skills. Hey sure they can make great keys, but they aillienate the customer.
If you have a machine shop and two lathe operators they should not only be the best you can get at running a lathe, but they should be well versed in customer relations development and be able to answer all questions that effect your scheme of work as a company including customer help desk skills. If not, then train them.
Your businesses success depends on it. Then of course if you just want to struggle for your contracts don't. This would apply to large, regional or small firms. If your struggling making your target numbers or would just like to do more than breakeven follow the above advice.
Please feel free to comment. We are always willing to learn from you.
If you would like to learn more about customer service or customer experience management please check out "The Customer Development Center"
Saturday, April 22, 2006
Are Your e-mail Marketing Efforts Reaching Your Customers
Customer communication is the lifeblood of any business and industry. It is so important a topic that millions of pages of online and offline content have been devoted to the essence of proper expression, format and etiquette. Yet it seems like no matter how much was said before it still needs to be addressed. In the perspective of the customer experience communication has played an even more important role than in business days of yore. Meaning, that last week when we took it for granted and today we need take another look at it.
For all businesses email has become a method of quick exchange and reaffirmation of appointments, commitments; delivery of packages and of course the main exchange medium of ideas. So what’s the big deal? Well, email use has declined some 20% in the last few years because of spam, fraud, identity theft and other issues. So now to ofset the trend, at least of the spam content, the industry and government have gotten together and come to terms with an email authentication process. This is significant enough that if you’re not online with it now you better get there. The ISP industry is now supporting and driving this initiative. What does it do? It identifies the sender and provides that identity to the ISP and the receiver of the email.
The problem is that it creates more catch alls for legitimate mail and newsletter marketers who are trying to reach their primary clients and Opt In list members. An ISP may screen your e-marketing effort based on the ISP criteria for authentication enforcement. Meaning, you will be rejected if you met certain profile or behavior types. Every ISP or email provider such as Yahoo or AOL has similar, but differing ways in which to interpret and apply the authentication measures. No matter what you do you will most likely never be 100% effective in your e-marketing and newsletter marketing efforts.
With this onset of email authentication the world of email is entering into a new stage of reestablishing the email as the primary communication tool of business and personnel content mediums. Big problem is that it’s just starting to be used and it isn't a cure all to an ongoing industry wide problem. It is however a much awaited start and the article that is provided by b2b emailmarketing helps to explain the necessity of adhering to getting with the program.
Now DON”T worry. Yes, there is another alternative and that alternative has powerful implications for your business success. Thee is a new direction in the industry that can if not supersede the side effects of email authentication measures by bypassing them altogether. The power of the direct desktop delivery program is enormous. Desk Top Marketing solutions such as Desk Top Marketer Pro guarantees 100% of all mail and newsletters being delivered and read by those targeted in your marketing audience. This process absolutely is a must to increasing and enhancing the customer experience of captured customers. You can get it to who you want when you want without outside interference and be assured of accurate and on time delivery.
Check Out Desk Top Marketer Solutions. Where authentication can't guarantee delivery or that spam filters or ISP blocking won’t stop your mail, desk top delivery software such as Desk Top Marketer Pro can guarantee it will get through.
Imagine 100% open rates of your email and e-marketing news letters
As always we invite your comments and suggestions.
If you want more information on Customer Experience Management please visit "The Customer Development Center"
For all businesses email has become a method of quick exchange and reaffirmation of appointments, commitments; delivery of packages and of course the main exchange medium of ideas. So what’s the big deal? Well, email use has declined some 20% in the last few years because of spam, fraud, identity theft and other issues. So now to ofset the trend, at least of the spam content, the industry and government have gotten together and come to terms with an email authentication process. This is significant enough that if you’re not online with it now you better get there. The ISP industry is now supporting and driving this initiative. What does it do? It identifies the sender and provides that identity to the ISP and the receiver of the email.
The problem is that it creates more catch alls for legitimate mail and newsletter marketers who are trying to reach their primary clients and Opt In list members. An ISP may screen your e-marketing effort based on the ISP criteria for authentication enforcement. Meaning, you will be rejected if you met certain profile or behavior types. Every ISP or email provider such as Yahoo or AOL has similar, but differing ways in which to interpret and apply the authentication measures. No matter what you do you will most likely never be 100% effective in your e-marketing and newsletter marketing efforts.
With this onset of email authentication the world of email is entering into a new stage of reestablishing the email as the primary communication tool of business and personnel content mediums. Big problem is that it’s just starting to be used and it isn't a cure all to an ongoing industry wide problem. It is however a much awaited start and the article that is provided by b2b emailmarketing helps to explain the necessity of adhering to getting with the program.
Now DON”T worry. Yes, there is another alternative and that alternative has powerful implications for your business success. Thee is a new direction in the industry that can if not supersede the side effects of email authentication measures by bypassing them altogether. The power of the direct desktop delivery program is enormous. Desk Top Marketing solutions such as Desk Top Marketer Pro guarantees 100% of all mail and newsletters being delivered and read by those targeted in your marketing audience. This process absolutely is a must to increasing and enhancing the customer experience of captured customers. You can get it to who you want when you want without outside interference and be assured of accurate and on time delivery.
Check Out Desk Top Marketer Solutions. Where authentication can't guarantee delivery or that spam filters or ISP blocking won’t stop your mail, desk top delivery software such as Desk Top Marketer Pro can guarantee it will get through.
Imagine 100% open rates of your email and e-marketing news letters
As always we invite your comments and suggestions.
If you want more information on Customer Experience Management please visit "The Customer Development Center"
Wednesday, April 19, 2006
Why we provide "Customer Service" even for the Bad ones
Have you ever wondered why we go out of our way to make even mean customers happy? Or why we bend over backwards to create return policies, build customer experience policies and facilitate refunds. There are so many nightmares stories out there about customers who have created unbearable or unfair situations and unfortunately there will be others. The real issue here is in understanding why we respond the way we do to make them happy now and later.
For the moment I’m going to concentrate on online businesses while what I share applies to all businesses including the traditional. In most online businesses the focus is on the product and the sales cycle. Why is that bad? Well first it concentrates only on first time sales never on loyalty, customers needs and return business. Customer satisfaction levels were at an all time low this Christmas for online companies and the previous is the reason why. If a business is to survive on line then the focus has to change to being customer centered. Why well the above story can be used as an example.
The web is growing fast, but only a small percentage of that growth has sustainable resources to buy on line. In other words to succeed we need repeat customers. This is especially true in niche markets. If you are rude and insistent on poor customer handling policies you will loose the repeat business.
Studies show that you really don't make money on the client until the 2nd or 3rd sale. The 1st one is just a process of cost recovery. By allowing the package to be returned and facilitating it gracefully the customer was left with a mental tag inviting him back to do business again. He knows that the company can be trusted and I guarantee you he will share that with others.
Then he will also share the bad experience as well and he will tell far more people. And online the word of a bad experience will spread faster and farther than it will in person.
Please feel free to comment. We value your thoughts, ideas, and wisdom.
If you would like more infomation on the custome experience please visit
"The Customer Development Cente"
For the moment I’m going to concentrate on online businesses while what I share applies to all businesses including the traditional. In most online businesses the focus is on the product and the sales cycle. Why is that bad? Well first it concentrates only on first time sales never on loyalty, customers needs and return business. Customer satisfaction levels were at an all time low this Christmas for online companies and the previous is the reason why. If a business is to survive on line then the focus has to change to being customer centered. Why well the above story can be used as an example.
The web is growing fast, but only a small percentage of that growth has sustainable resources to buy on line. In other words to succeed we need repeat customers. This is especially true in niche markets. If you are rude and insistent on poor customer handling policies you will loose the repeat business.
Studies show that you really don't make money on the client until the 2nd or 3rd sale. The 1st one is just a process of cost recovery. By allowing the package to be returned and facilitating it gracefully the customer was left with a mental tag inviting him back to do business again. He knows that the company can be trusted and I guarantee you he will share that with others.
Then he will also share the bad experience as well and he will tell far more people. And online the word of a bad experience will spread faster and farther than it will in person.
Please feel free to comment. We value your thoughts, ideas, and wisdom.
If you would like more infomation on the custome experience please visit
"The Customer Development Cente"
Monday, April 17, 2006
Foolproof Customer Service Strategies
(that only a fool would try!)
I came across this article today at http://www.thehappyguy.com/customer-service.html"> The Happy Guyand I couldn't help but laugh and then empathize with the position and observations of the author. What we as business managers or owners see as customer service more times than not isn't close to what the customer sees and most likely not even close to the kind of service they want.
Think about it, if you are a small business owner when is the last time you talked to your clients other than to sell them something. Most likely it is no more than a “hello, how are you”. The idea of building customer relationships and getting to know the customer is, or at least it should be a primary activity if you are on going efforts to sustain long term development and business growth. Learning to understand the customer in their terms requires multiple non sales contacts that are centered on client profile development. Yes, the sales and acquisition cycle is important, but if there is nothing there to build or sustain long time customer value or loyalty they will be out the door and soon will be someone else client.
In this somewhat humorous article the realization that not all businesses are equal or even smart comes storming home. Take a read and ask yourself what kind of customer service you provide. In my terms I'll restate this as to what kind of customer experience do you provide because creating customer experiences of value have a different implication than just customer service and certainly from the customer perspective much more compelling. If you need to take a refresher on just what is the The Customer Experience,just follow the link. Have fun and get ready to either laugh or cry.To read the article follow the link at the top of the page.
Please comment as this is an open forum and we really do want to hear what our viwers have to say.
If you want more information on the customer experience please visit"The Customer Development Center
I came across this article today at http://www.thehappyguy.com/customer-service.html"> The Happy Guyand I couldn't help but laugh and then empathize with the position and observations of the author. What we as business managers or owners see as customer service more times than not isn't close to what the customer sees and most likely not even close to the kind of service they want.
Think about it, if you are a small business owner when is the last time you talked to your clients other than to sell them something. Most likely it is no more than a “hello, how are you”. The idea of building customer relationships and getting to know the customer is, or at least it should be a primary activity if you are on going efforts to sustain long term development and business growth. Learning to understand the customer in their terms requires multiple non sales contacts that are centered on client profile development. Yes, the sales and acquisition cycle is important, but if there is nothing there to build or sustain long time customer value or loyalty they will be out the door and soon will be someone else client.
In this somewhat humorous article the realization that not all businesses are equal or even smart comes storming home. Take a read and ask yourself what kind of customer service you provide. In my terms I'll restate this as to what kind of customer experience do you provide because creating customer experiences of value have a different implication than just customer service and certainly from the customer perspective much more compelling. If you need to take a refresher on just what is the The Customer Experience,just follow the link. Have fun and get ready to either laugh or cry.To read the article follow the link at the top of the page.
Please comment as this is an open forum and we really do want to hear what our viwers have to say.
If you want more information on the customer experience please visit"The Customer Development Center
Sunday, April 16, 2006
The Split decision - A Customer Experience
If you went into a Coffee house such as Starbucks and saw a customer you had just met an hour before, what would you do?
This an interesting question and it ask us to measure the impact of something that is normally outside the normal customer impact area. Everyday we are seen and measured people who see us without us seeing them and some of these observations carry very negative impacts in the context of business. How do we manage them or do we even care.
If you run a true customer centered organization the management of such incidental contact would be of prime concern. If I were in the above situation I would walk up to my customer and ask if I could buy him the coffee and then sit down and pick his brain. I wouldn't concern myself with sales, but I would focus on what were his concerns, likes and dislikes and whatever else would let me build a stronger relationship and insight into his needs in relationship to the position he holds and his companies needs. Something to think about.
Your comments are always welcome and if you would like more information on the customer experience please visit The Customer Development Center
This an interesting question and it ask us to measure the impact of something that is normally outside the normal customer impact area. Everyday we are seen and measured people who see us without us seeing them and some of these observations carry very negative impacts in the context of business. How do we manage them or do we even care.
If you run a true customer centered organization the management of such incidental contact would be of prime concern. If I were in the above situation I would walk up to my customer and ask if I could buy him the coffee and then sit down and pick his brain. I wouldn't concern myself with sales, but I would focus on what were his concerns, likes and dislikes and whatever else would let me build a stronger relationship and insight into his needs in relationship to the position he holds and his companies needs. Something to think about.
Your comments are always welcome and if you would like more information on the customer experience please visit The Customer Development Center
Saturday, April 08, 2006
Customer Service - Last Thoughts
In looking back at the great food that we enjoyed and the wonderful service (Check out the previous two blogs) there are a few things that stand out in my mind that set this particular restaurant apart from others.
1. On thing that impressed me as I talked to the manager was the thought that went into picking not only the type of restaurant that they wanted, but the type of food and the way the restaurant would be presented. Although it has changed with time they purposely went after a certain niche market and new who their customers were. In other words they set up a business plan that identified what they wanted, where they were going and how they would get there.
2. They were dynamic in the application of their plan. They were pro active in the way they responded to their identified market and expanded to acquire new market niches by making innovation a part of their business and operating philosophy. They would change and refocus their business plan to meet market needs (the customer) and would from time to time even readjust their strategic goals to enhance their ability to respond to the direction the restaurant would take.
3. They made R&D an inherent part of the business and customer acquisition cycle. Focusing on the way they developed their food, their environment, and served their customer.
4. They weren't afraid to interact directly with their customer and gain first hand insights and feed back that would allow them to identify and meet their customer's needs.
5. They hired open and friendly staff and set a profile for hiring requirements from the beginning as part of their business plan. To get the better employee they paid above scale in wages. What they lost in wages they gained in increased market share.
6. They would sit down with their entire crew including Directors and discuss the business once a week. The employees were empowered with the power to drive the feedback. In other words the employee was their primary feedback instrument. They were the first line of interaction in engaging the customer and the primary resource to recieve customer feedback. This allowed the employees to drive the primary change in the business based on their engaging of the customer and what they learned.
Note: There were many other things they could have done to enhance what they were doing and that would strengthen there market position and maybe at a future date I'll address those. The thing is it wasn't the manager that made it great or was it the owner, but it was the empowerment of the employees and allowing them to be the driver in how the business would react and change. They were not into power plays or wee they afraid of open criticism. All businesses need to take a look at this and this is especially true of small businesses were responding to markets and being proactively involved in dynamic development will either make or brake their business and customer relationships.
Please feel free to comment. If you would like more information on customer service please go to http://www.customerdevelopmentcenter.com
1. On thing that impressed me as I talked to the manager was the thought that went into picking not only the type of restaurant that they wanted, but the type of food and the way the restaurant would be presented. Although it has changed with time they purposely went after a certain niche market and new who their customers were. In other words they set up a business plan that identified what they wanted, where they were going and how they would get there.
2. They were dynamic in the application of their plan. They were pro active in the way they responded to their identified market and expanded to acquire new market niches by making innovation a part of their business and operating philosophy. They would change and refocus their business plan to meet market needs (the customer) and would from time to time even readjust their strategic goals to enhance their ability to respond to the direction the restaurant would take.
3. They made R&D an inherent part of the business and customer acquisition cycle. Focusing on the way they developed their food, their environment, and served their customer.
4. They weren't afraid to interact directly with their customer and gain first hand insights and feed back that would allow them to identify and meet their customer's needs.
5. They hired open and friendly staff and set a profile for hiring requirements from the beginning as part of their business plan. To get the better employee they paid above scale in wages. What they lost in wages they gained in increased market share.
6. They would sit down with their entire crew including Directors and discuss the business once a week. The employees were empowered with the power to drive the feedback. In other words the employee was their primary feedback instrument. They were the first line of interaction in engaging the customer and the primary resource to recieve customer feedback. This allowed the employees to drive the primary change in the business based on their engaging of the customer and what they learned.
Note: There were many other things they could have done to enhance what they were doing and that would strengthen there market position and maybe at a future date I'll address those. The thing is it wasn't the manager that made it great or was it the owner, but it was the empowerment of the employees and allowing them to be the driver in how the business would react and change. They were not into power plays or wee they afraid of open criticism. All businesses need to take a look at this and this is especially true of small businesses were responding to markets and being proactively involved in dynamic development will either make or brake their business and customer relationships.
Please feel free to comment. If you would like more information on customer service please go to http://www.customerdevelopmentcenter.com
Sunday, April 02, 2006
The Custome Experience - The Rest of The Story
As promised I am returning to finish the tale of my Journey to the restaurant. One must remember in all customer centered activities that the customer is always first, not necessarily always right, but always first. This should help to determine the order in which prioritizing business goals should be done. In most businesses it is centered around the product and the end sale.
When we came into the restaurant, we were greeted by a cheerful and warm manager who then personally introduced us to our hostess. Our hostess for the next 10 minutes didn't once center on her or the business, but centered the entire conversation on us our daughter (4 1/2yrs) and what we liked or disliked.
As we walked toward our chosen destination in the restraint we were continually and quietly taken in by the culture and ambience of our surroundings. True, there aren't a lot of businesses that can build an environment like a restaurant, but they can build an atmosphere of cooperative enthusiasm within the organization, provide a conducive atmosphere for customer/clients to feel relaxed in and the desire to comeback.
Actually If you are in retail, building an environment that brings in the customer and captivates them is no more than providing an increased customer experience. In doing so it will encourage them to stay longer and spend more. The idea isn't to encourage them to spend more, but to develop an enveloping experience that strengthens the customer relationship focusing on their needs. In focusing on your customers they will reward you with loyalty and increased spending, fulfilling the relationship promise.
Back to the restaurant, her first stop was to bring us by the kitchen, hmmm I thought, I have to cook my own meal? Then we were introduced to the chef and staff that would fix our food. Now, remember this is not an expensive, high end restaurant, however, nice touch team. To our surprise they were fixing a delicious seafood kabob. It wasn't what we had in mind in fact it isn't what we ordered, but according to our waitress it was part of the ongoing development of dishes to offer their clients.
Now R&D is an important part of any industry, but here, they involved their customers in this event. Something every business should keep in mind regardless of size or type. No, not focus groups, but real involvement where ideas can be driven by the customer. As part of the R&D experience we were offered a kabob as a free treat just for being there providing we offered feedback. We were then seated and felt as though we were part of the family.
In my next blog I’ll add a few more observations worth mentioning.
As always we invite you to comment or to add your views to this and any other blog. If you would like more information on the Customer Experience please visit"The Customer Development Center".
When we came into the restaurant, we were greeted by a cheerful and warm manager who then personally introduced us to our hostess. Our hostess for the next 10 minutes didn't once center on her or the business, but centered the entire conversation on us our daughter (4 1/2yrs) and what we liked or disliked.
As we walked toward our chosen destination in the restraint we were continually and quietly taken in by the culture and ambience of our surroundings. True, there aren't a lot of businesses that can build an environment like a restaurant, but they can build an atmosphere of cooperative enthusiasm within the organization, provide a conducive atmosphere for customer/clients to feel relaxed in and the desire to comeback.
Actually If you are in retail, building an environment that brings in the customer and captivates them is no more than providing an increased customer experience. In doing so it will encourage them to stay longer and spend more. The idea isn't to encourage them to spend more, but to develop an enveloping experience that strengthens the customer relationship focusing on their needs. In focusing on your customers they will reward you with loyalty and increased spending, fulfilling the relationship promise.
Back to the restaurant, her first stop was to bring us by the kitchen, hmmm I thought, I have to cook my own meal? Then we were introduced to the chef and staff that would fix our food. Now, remember this is not an expensive, high end restaurant, however, nice touch team. To our surprise they were fixing a delicious seafood kabob. It wasn't what we had in mind in fact it isn't what we ordered, but according to our waitress it was part of the ongoing development of dishes to offer their clients.
Now R&D is an important part of any industry, but here, they involved their customers in this event. Something every business should keep in mind regardless of size or type. No, not focus groups, but real involvement where ideas can be driven by the customer. As part of the R&D experience we were offered a kabob as a free treat just for being there providing we offered feedback. We were then seated and felt as though we were part of the family.
In my next blog I’ll add a few more observations worth mentioning.
As always we invite you to comment or to add your views to this and any other blog. If you would like more information on the Customer Experience please visit"The Customer Development Center".
Wednesday, March 22, 2006
Customer Service and The Business Environment
Over this past weekend I had the delicious experience of eating at a most delightful restaurant in south Singapore. For those who didn't know, Singapore sits at the southern tip of Malaysia. It is a beautiful and modern tropical city state. Foremost of you Singapore is probably on the other side of the world, but in business terms it is no different than the restaurant next door or down the street from where you work or live. Perhaps you own a restaurant in which case it is very much the same. Regardless, customer service and creating the Total Customer Experience" is much the same in theory for every business regardless of the country.
The ambience was great, a definite plus in offering a great customer experience. It radiated an open party and festive mood and it delivered. In any business it is important to make your customers feel like they belong, this also includes employees. If your store or office etc is always dirty and clutered with files boxes and old furniture many clients or perspective clients will go elsewhere where they wil feel more comfortable. It is this feeling of comfortable, relaxed, belonging or whatever you want to call it that provides the first fulfillment of the customer experience. This is also a very big first step in the delivery of customer service. The condition of the side walk, parking lot and other outer facilities are also a big part of this first offering of customer service and the development of "The Total Customer experience".
In the case of the restaurant, the environment was perfect. The environment of any business is always key in the customer’s internalization of its products and/or service fulfillment. In the case of a restaurant, the food and those who serve the customer, including the kitchen and other support staff, are big part of this. They all serve either an indirect or direct role in creating the business environment in which the sales or acquisition process is fulfilled.
This could be applied to any product or business. From a hair salon to an auto body shop, from a small book store to a large department store what a customer visually sees in the visual apperance, smells and sounds the expectations of experience fulfillment. The will see the fulfillment or lack of fulfillment in this perceived quality, service and sensory delivery. Some would call this fulfilling the brand promise, but I believe that it goes beyond this and is embodied in the fulfillment of the “Total Customer Experience. From a small architect’s office to an accountancy or law firm this principal is worth taking notice of.
In my next blog I’ll discuss other aspects of my night out experience. There are many aspects of how customer service helps to fulfill not only the brand promise, but more importantly the promise of the “Total Customer Experience”
We invite your comments on any of our postings. They add depth and perspective. If you want to find out more on the "Total Customer Experience" please check out
The Customer Development Center
The ambience was great, a definite plus in offering a great customer experience. It radiated an open party and festive mood and it delivered. In any business it is important to make your customers feel like they belong, this also includes employees. If your store or office etc is always dirty and clutered with files boxes and old furniture many clients or perspective clients will go elsewhere where they wil feel more comfortable. It is this feeling of comfortable, relaxed, belonging or whatever you want to call it that provides the first fulfillment of the customer experience. This is also a very big first step in the delivery of customer service. The condition of the side walk, parking lot and other outer facilities are also a big part of this first offering of customer service and the development of "The Total Customer experience".
In the case of the restaurant, the environment was perfect. The environment of any business is always key in the customer’s internalization of its products and/or service fulfillment. In the case of a restaurant, the food and those who serve the customer, including the kitchen and other support staff, are big part of this. They all serve either an indirect or direct role in creating the business environment in which the sales or acquisition process is fulfilled.
This could be applied to any product or business. From a hair salon to an auto body shop, from a small book store to a large department store what a customer visually sees in the visual apperance, smells and sounds the expectations of experience fulfillment. The will see the fulfillment or lack of fulfillment in this perceived quality, service and sensory delivery. Some would call this fulfilling the brand promise, but I believe that it goes beyond this and is embodied in the fulfillment of the “Total Customer Experience. From a small architect’s office to an accountancy or law firm this principal is worth taking notice of.
In my next blog I’ll discuss other aspects of my night out experience. There are many aspects of how customer service helps to fulfill not only the brand promise, but more importantly the promise of the “Total Customer Experience”
We invite your comments on any of our postings. They add depth and perspective. If you want to find out more on the "Total Customer Experience" please check out
The Customer Development Center
Subscribe to:
Posts (Atom)
Posts
