More Tips To Rock Customer Care
09/15/2011
Drum beat please .. the winner of Becky Carroll's awesome book The Hidden Power of Your Customer is ....... Aimee Lucas! " Becky chose the winner from comments dropped on her Diva Marketing interview post. (Great interview check it out!)
~ Aimee's comment rocks it out the most!" - Becky Carroll
My thanks to everyone who particiapted.
Meeting new people via social media is what makes this world rock for me. I love hearing people's stories.
When I reached out to Aimee I learned that she had a vested interested in customers rock. Aimee is the Associate Director at Crowe Horwath LLP where she leads the implementation of the firm's client experience strategy and oversees its Voice of the Customer program.
Well, girlfriend, you know I couldn't let a wonderful opportuntiy to expand our learnings about how to rock out customer care even more go untapped. I asked Aimee if she would share some ideas with us.
Aimee Lucus: What I love about my work is how I am able to impact not only the client's experience but also the people experience inside the firm as I work to help our professionals understand clients better and more successfully deliver exceptional client experiences.
Three Tips To Rock Customer Care
In terms of three tips to rock customer service, I'm going to look at it from a few angles drawn out in the interview with Becky.
1. In terms of connecting employees with how they impact client service or experience: In addition to mapping the customer journey that is shared by the client and your organization, share the feedback coming in through your surveys and other VOC channels.
Nothing helps our people understand what's important to clients more than when we share "actual comments from actual clients" and show them the difference they are making.
2. I would reiterate the point you made about caring relationships: Focus both on the functional and the emotional elements you deliver.
High quality, timeliness, responsiveness are critical in our work and cannot be overlooked, but it's as important to ensure that we connect emotionally with our clients - make it clear they are valued and get to know them personally. We want to wrap the technical work we're doing with a relationship that delivers value to the client as an individual, as well as to their organization.
3. Lastly, "keep it simple" - big wins can come from little actions, often little actions that demonstrate that emotional connection.
To quote Dennis Snow, take the small step in moving from a task mentality to an experience mentality by making one small change and it can elevate the entire interaction. It becomes more rewarding to both the person being served and the person who is delivering the service.
There's a great video he's done that's on YouTube where he goes into this point: Creating Magical Customer Experiences
Thanks Aimee .. bet you didn't think you'd really have to work for your book (smile). However, my thoughts are that this wasn't really work but passing along, what is evident, a passion for you.
Continue the conversation ..
