Archive for the ‘Service’ Category

Caught wind of thie research that came out from Amex which shows the value of delivering great customer experiences. without it and or innovation in the business work today you will die a slow death.
http://about.americanexpress.com/news/pr/2011/csbar.aspx.

Cheers,
Pete

What exactly is Customer Experience?

I have had a few people lately ask me what exactly the Customer Experience is. To me it is all the aspects of an interacting with a consumer (product or service) other than the direct interaction itself. In the good old days we all spoke about customer service as being the be all and end all of making consumers or customers happy. Over the last decade as competition rose in every type of business and raised the bars relevant in each category, the experience became the new benchmark.  Here are a few examples…

Hospitality Industry – Today you see more restaurants, bars and hotels worrying about every aspect of your experience from the minute you walk in the front door, to all aspects during your stay and not just having a pint, a great meal or a clean room.

 B2B – In the past it may have been good enough to have the biggest brand or the cheapest product, but now it is about returning your phone calls, showing up on time, customizing your support or being there during challenging times. Building relationships.

 B2C (retail) – Beautiful displays, friendly people in store, try before you buy, better return policies, financing, washroom and baby changing facilities and big clean and clear aisles. All these make your experience more enjoyable.

 As I write the list of items above I am certain that I have missed some of the items that the average consumer would now expect from different business types (everyone’s list is different). It is the above aspects (and the ones I have missed) of any business that have now become the differentiation between one business and another. These are the aspects that help a business show you respect and care in exchnage for your consumer dollars. More so than ever before businesses are working hard to get better at them, because they understand the other option is to eventually go out of business as thier competition continue to improve its own experience.

 Just my two cents. How about you?

 Cheers,
Pete

Rob Ford – I like him…

 Wow, that got you excited….

 Rob Ford has now been the mayor of Toronto for just over a month and no matter what you think about the policies of Rob Ford, you have to appreciate his commitment to customer service or great customer experiences. He understands, as his did in his riding by returning all phone calls to constituents within 24-48 hours, that communication and delivering good experiences is a big part of the political game. Yes there will always be people on either side of the spectrum that you cannot please, but the average consumer understands that there are limitations to what can be done based on money, time and manpower. What they will however appreciate is that someone gets back to them in a timely fashion and follows up when requested.  Responding to your constituents is no different than responding to your business customers.

 When you spend money at a business and you get good value, you come back. When you don’t,  you go elsewhere. In our case we had a government that was not providing good value (in the mind of the voters) and thus, we the consumer, decided to take our money elsewhere. That somewhere else was Rob Ford and so far I like what I am hearing. It still remains to be seen if he can live up to all the commitments of great service, but if he even comes close to what he was delivering previously,  I am sure we will all be much more satisfied with that aspect of his leadership versus that of the previous government…Whether you agree with his policies or not.

 I don’t call mayor often, but if I do I am looking forward to the experience.

 Cheers,
Pete

Kicking off 2011 – The Power of the Consumer

 Welcome back everyone! I hope that everyone had a great break and enjoyed the benefits of the early sales, the lower prices and free offers that were presented all over the place.

 As we move into 2011 you have more control and power with business than every before. Be sure to demand better service, look for better prices online and when you don’t get good value for your hard earned dollars, begin to look elsewhere for the same or a similar product.

 Happy New Year!

 Cheers,
Pete