Posts Tagged excellent customer service

Make it Easy for Customers


The other day I was helping a new client plan out marketing materials for an upcoming event and asked if he was using QR Codes on all of his materials.  I explained that many people are now scanning them and then using them to do research or deal with retention issues associated with information overload.

The items in your QR Code should be:

  1. Direct link to the landing page for the event or product promoted at that event so the visitor doesn’t have to hunt down what they were interested in.
  2. Your phone number
  3. Your Email Address
  4. other pertinent information that you wanted stored in their contact list
    1. hours of operation
    2. Your name
    3. Your Address
    4. Other web sites you want them to know about (blogs, product micro sites, etc.)

Oh, and if the back of your business card isn’t already in use, put a QR Code there.  It shows you respect their time by having them avoid manually typing the data into their contact database.

Is It Important?

Well if  you don’t think this is important enough to add to your marketing material, maybe this article might change your mind:

Half of U.S. shoppers rely on phones for in-store research

Good Hunting!

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Customer Experience Investment Opportunities (Revisited)


[Note: this is an older post but the "Ill Advised Investments" example came up in a recent meeting and brought a smile back to my face so I'm recycling the post.  I've also added another great quote from Godin as well]

I love the way Seth Godin’s mind works. In a resent post, “How much extra for nice?” brings up the critical point of how much we are willing to pay for better service but reminds companies that creating this environment costs a fraction of what people are willing to pay. The benefits can last longer.

I also read another great thought from Seth Godin as well:

No matter what your job is, no matter where you work, there’s a way to create a project (on your own, on weekends if necessary), where the excitement is palpable, where something that might make a difference is right around the corner.

Hurry, go do that.

Godin in “What are you working on?

Beneficial Investments

In a recent post, I identified three example of customer service excellence. How much money was budgeted to create this customer service environment? These types of examples have a lasting benefit that far outweighs the cost of implementing them. If companies can recognize this before dismissing these opportunities, the rewards have an exponential effect.

Some examples:

  • Hiring the right people
  • Having the right people perform jobs they love to do best.
  • Continuous improvement of the customer experience at all levels of the company
  • Reward excellence and avoid promoting people out of their natural strengths.

Ill Advised Investments

Although I agree with Seth’s premise, as consumers, here are some examples in which we should avoid paying extra to have someone be nice to us!

  • $100 to the Police Officer at a traffic stop – will only produce untold number of stories for your grandchildren around the campfire, sometime in the distant future.
  • $100 to $10,000 to the triage attendant at the local Emergency Room – will get you absolutely nothing at all except a lighter wallet.
  • $100 turned in with your exam – results may vary, but don’t expect them to be positive.

So do you have any beneficial or ill advised investments to share?

Good Hunting!

See also:

Great Customer Service and Peer Recognition

Customer Service Excellence Examples

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Social Media: Reducing Customer Support Costs?


OK, there is an item in this chart that caught me off guard.  57% responded that Social Media is effective tool for reducing support costs.  I would love to know more about this item.  I can understand the others.   We help help clients achieve many if not all of these claims, but reducing support costs is a shocker to me.

In many cases, Social Media is another skill set and talent set that needs to be created and matured and thus takes time and energy to grow into excellence.  This time and energy is usually a new cost to any organization.

New Chart: Rating the Effectiveness of Social Media in Terms of Objectives Achieved

MarketingSherpa.com Chart of the Week

Source: New Chart: How Effective is Social Media in Achieving Target Business Objectives?

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Customer Service Excellence Examples


My family took the typical last summer vacation before the beginning of school sports seasons and school. My wife planned a surprise two day trip that , which in theory, would keep our four boys, 14 year olds to 5 years old, entertained and exhausted. The location was Gurnee Illinois and the Six Flags Great America theme park with an overnight stay at KeyLime Cove, a new indoor water resort.

On this trip, three examples of customer service excellence surfaced.

Excellent Customer Service Example #1KeyLime Cove

Let me set the stage. It’s 9:45PM and the KeyLime Cove water park closes at 10PM. The tube slide lifeguard, a 6 foot something lean athletic looking young man, has been given the all clear that no other patrons will be coming down the tubes and he can begin his duties of stacking the double and single inner tubes that have just traversed hundreds of water park miles today. But first, he must deal with a small object, a third his size, our 5 year old son, Justin. The noise in the cavernous indoor water park is deafening and causes even people sitting next to each other to speak rather loudly so as to overcome the constant white noise of splashing and falling water.

Our Justin walked over and began a conversation with this end-of-day lifeguard. This young man spent 5 minutes (mind you that’s like 1 hour in adult time) face to face, sometimes only two inches apart, never losing eye contact, always smiling, asking for the occasional high-five when he thought it was appropriate. The young lifeguard probably couldn’t understand or hear the young boys declarations of how this day was just simply awesome and 5-year-old’s attempt to share it with someone. Somehow this young man knew (and maybe has seen this played out several times at KeyLime Cove) the significance of this little person’s desire to share, so he patiently waited while the little man continued expanding on his wonderful day.

We finally took pity on the young worker and asked Justin to return to our sides. I gave the young man a thumbs up and smiled. He also smiled and nodded his head, understanding fully that this was just as much of his job as making sure the patrons were safe while having fun.

Excellent Customer Service Example #2

No Shoes, No Shirt, No Service. We’ve all read this sign. It’s a typical health code requirement in all restaurants. In this case the “No Service” portion was replace with “Exceed your Customer’s Expectations” by the restaurant manager.

The above mentioned Justin had broken his cheap flip-flops during the day’s adventure. Our car was parked about a mile away from the front entrance of KeyLime Cove. I’m tired and I thought that since this was a water park that they would let us slide (no water park pun intended) on the rule. NOPE! They explained that we would have to come back with the correct attire. Something on our son’s face caused the manager to jump into action. She said we should go sit down and she would check if they had any extra flip-flops. EXTRAS?????? Well, I guess it was a water park.

A few minutes later, the manager returned after visiting the upstairs gift shop and placed on my son’s feet a new pair. We offered to pay but she refused, She explained that she noticed how disappointed my son was that we might not be able to eat at her establishment, so she couldn’t allow that to happen.

Excellent Customer Service Example #3KeyLime Cove

At the end of the long day, we still had one special event planned. Our traditional “Un-Birthday” celebration. This is simply a necessity because our families can not attend all the birthday parties of all the different families, so when we do get together, we celebrate one “Un-Birthday” to make up for it.

My sister-in-law brought a sheet of brownies and we wanted to eat it at the restaurant. You can image the typical response from most eateries. Not at this one. The same above mentioned restaurant manager focusing on customer satisfaction jumped in again and took the sheet over to the ice cream parlor area of the restaurant and had it decorated. Not just adding a word or two, but on the borders, and added fruit as well to give it some color. This was really over the top and just capped the end of this two day adventure with a sense of true customer service excellence.

In fact, on the 3 hour ride home, I began to form my thoughts for this post. This small family vacation trip, and the customer service examples forever etched in my mind. And I declared to my wife, “We will be going back there again!”

See also:

Customer Experience Investment Opportunities

Great Customer Service and Peer Recognition

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