5 Ways to Grow a Culture of Customer Loyalty
“Stop Trying to Delight Your Customers” arrived in my inbox and unleashed an immediate flurry of calls, emails and ideas among our merry Impact band — social learning at its best. The gist of the Harvard Business Review article by Matthew Dixon, Karen Freeman and Nicholas Toman of the Executive Board is that their research points to a fallacy in the idea that customers must be “delighted” to remain loyal. Instead “to really win their loyalty, forget the bells and whistles and just solve their problems…quickly and easily.” Amen, Here Here, Cheers, and Skol to that!
Posts Tagged ‘technical support’Is Customer Effort the Next Customer Experience Metric?August 26th, 2010 by Monica PostellIs It Fixed Yet? — Managing Customer Expectations for Technical SupportJune 15th, 2010 by Monica Postell“Are we there yet?” “Are we there yet?” “Are we there yet?” Do kids still say that? I sometimes think the adult version of that old anthem is “Is it fixed yet?” Technical Support and Customer Service — The Perfect Service MashupJune 2nd, 2010 by Monica Postell“What’s that odd noise? That’s not how my car/hard drive/dishwasher/printer usually sounds.” “Hey, what’s going on. My screen’s all blue!!” Altitude Software Flies High With First Call ResolutionJanuary 2nd, 2010 by Peggy Carlaw Congratulations to José Fonseca, Executive VP of Customer Assistance, for leading the charge to improve first call resolution (FCR) at Altitude Software.Motorola: Relentless in the Pursuit of Improving Customer SatisfactionDecember 31st, 2009 by Peggy Carlaw
Attitude Makes a Wonderful DifferenceOctober 14th, 2009 by Monica PostellI recently watched a terrific video interview with Tony Hsieh on Meet the Boss TV about Zappos and his business philosophy. You don’t get to work for Zappos unless you are passionate about customer service. It’s core to the company’s culture and “culture fit” according to Hsieh is the key to hiring the right employees. He said that they “hire for attitude” because it’s “pretty hard to train a good attitude if you don’t (have one).” How true! In Praise of a Few Wee Questions - Asking the Right Ones at the Right TimeSeptember 12th, 2009 by Monica PostellRecently I received an email from one of our European-based trainers. Although his name doesn’t exactly conjure thistle cups and heather covered crags, Karteek is in fact a Scot complete with the charming accent. An interesting and talented fellow, he lives in Edinburgh, plays the violin beautifully, and has swum the English Channel an incredible (to me) nine times. Never Rest on Your LaurelsAugust 10th, 2009 by Peggy Carlaw
Transcend Yourself for Personal Growth at WorkAugust 7th, 2009 by Monica PostellI saw an inspiring movie this evening about a young woman who feels stuck in an unrewarding job and decides to cook her way through Julia Child’s “Mastering the Art of French Cooking” and blog about it. It made me want to find my mother’s copy of Julia’s masterpiece, break out the butter, dig out my whisks, and cook something that would make my friends and family exclaim “Yum!” Give to Get Better Customer SatisfactionJuly 24th, 2009 by Monica PostellThere’s a customer service skill that I particularly like because of its power to impact customer satisfaction. It’s called “give to get.” In essence “give to get’ suggests that rather than acting like the Grand Inquisitor, I should provide some information – like what’s in it for you or why I need whatever I’m asking about – before asking for it. I find it fosters cooperation, nets better results, and truly encourages collaboration if I do that rather than demanding information from customers without explanation.       |
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Motorola’s Home Networks & Mobility Division partnered with Impact Learning Systems and 
Some companies just never stop trying to improve. 
