How can you improve your customer’s experience?
One of the things I love to do is follow many people’s shared items from Google Reader to broaden my outlook and learn new things. This is a great way to pick up ideas and tips from others, which you can then incorporate into your own repertoire.
Weirdly, several interesting things happened this morning while waiting to join a client teleconference. After a minute or two, I got fed up with the ghastly bing bong muzak, so muted it and started browsing shared items from my network to see if there was anything compelling or inspiring.
I struck lucky! One of my Twitter buddies, Chris Brogan, shared this great story about how one person helped improve customer service and make an enormous difference to a supermarket, of all things.
If you have 5 mins today, stop and watch this quick, but very inspiring, video:
What are you doing today to help improve your customer’s experience?
About Sally ChurchSally Church runs a Pharma and Biotech consulting company, Icarus Consultants, for companies looking for a fast track to market. You can find her on Twitter @maverickNY
View all posts by Sally Church →
5 Responses to How can you improve your customer’s experience?
All that jazz – All in A Day
Review of: Cousin Alice Jazz Music by Cousin Alice: Elaine Sturgess Reviewed by: Elaine Sturgess Rating: 5 On January 21, 2012 Last modified: January 30, 2012 Summary: What makes Alice so distinctive is her wonderfully smokey voice, a quality that furniture designer William Yeoward found so arresting at a concert she was performing for the [...]
What a truly wonderful piece of inspiration – thanks for bringing it to our attention Sally!
I also love the music and thanks to a quick search online find that it’s “7 Seconds Away” by Senegalese singer Youssou N’dour – a fascinating musician. More about him here:
http://en.wikipedia.org/wiki/Youssou_N'Dour
And you can listen to the track again here:
http://www.youtube.com/watch?v=KYN4kmrHoHk
Twitter: SuzeStMWrites
Truly fab Sally! It is the little things (or not so little) that can make a huge difference. If we just stop, listen and think, we can all help make someone’s day a little brighter, and they in turn will want to pass that on to someone else whether that may be in business or just daily life
Twitter: NitaJoyDesigns
I watched the video yesterday and I slept on it, firstly because I felt a bit sad, Johnny is creating a real positive experience in store and he is still a bagger, people are coming for his thoughts and his excellent service – and he has got a lot of joy from doing this, if this was a different person who had raised the profits and increased store footfall, would they have been rewarded differently?
Secondly, what a powerful way for Ken Blanchard to promote his new book, luckily Neneh and Yousson haven’t re-released their record or I would be really cynical.
Sorry if my cynicism offends here on what on the surface appears to be a lovely story, I wish that Johnny was rewarded for his effort and I didn’t feel he was taken advantage of.
Lovely story. I have found that it really is the little things that can make a difference in business. I ran a department for a while and built up the business not by big gestures but by making sure that our customers got what they expected. Making sure the front desk doesn’t run out of brochures, making sure the website is always correct. The little things that were being neglected before by a manager who was all about big gestures with no substance.
I’m with Sarah on this one.
I’m not being a ‘party pooper’ – I’m glad the story has been picked up on again. It sounded so familiar when I watched the video I just thought I’d check a bit: Last it seems to have surfaced was 2007 and I doubt that was its debut.
Yes, it’s heart warming IF ‘Johnny’ got recognition from his employers in ways that contribute to him having the fullest and most rewarding/ satisfying life.
If ‘Johnny’ only gets the publicity and he and is family could have done with some of that additional cash generated from his original idea, then that’s exploitation, isn’t it?
Twitter: Linda_Mattacks