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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  1. #1 by sebastiangraham on September 23, 2008 - 10:09 am

    Brilliantly funny!

  2. #2 by Palmira Ander on January 6, 2011 - 2:04 pm

    I wanted to thank you for this great read!! I definitely enjoying every little bit of it I have you bookmarked to check out new stuff you post.

  3. #4 by TheDeeZone on January 8, 2011 - 4:05 pm

    Thanks for visiting the Dee Zone.

    • #5 by Tim Rueb on January 8, 2011 - 6:27 pm

      TheDeeZone – you are welcome

  4. #6 by Tammy McLeod on January 21, 2011 - 4:24 pm

    Wow. This is not what I thought I’d find on your blog and I’m impressed. Customer Service Excellence is one of my favorite topics in the whole world. Thanks for commenting on my blog so that I could find yours.

    • #7 by Tim Rueb on January 21, 2011 - 5:23 pm

      Tammy, Thanks for your comment and for stopping by.

  1. Customer Service Excellence Examples « ROI HUNTERS Field Journal
  2. Great Customer Service and Peer Recognition « ROI HUNTERS Field Journal
  3. Nice Guy Bill of Rights « ROI HUNTERS Field Journal
  4. Customer Experience Investment Opportunities (Revisited) « ROI …

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