Take a few minutes to watch this video. It will make your day.
Have you experienced a customer service experience like this one? Can you imagine the culture that exists within Ritz Carlton that allows for this type of reaction to a customer inquiry?
There are reasons why people pay a premium to stay at the Ritz. Compelling stories like this one are at the top of the list. It's further proof that if you hire the right people, create an environment that encourages creative thinking and problem solving, you will have an abundance of customers who will be raving fans.
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Thursday, August 2, 2012
Wednesday, February 15, 2012
5 Key Words in (Social Media) Marketing
Enhance...Protect...Build...Facilitate...Drive!
These words pop up in most discussions about marketing strategy. It relates to your brand awareness, reputation, PR, customer service and research and development.
The words imply action that will generate a desired result.
When you review your marketing plan what action words do you use? Are you committed to take action? Is your focus on enhancing awareness for your brand, or is building a community of advocates more important?
I love marketing because I see it as an equation. The equation begins using these five words that take the form of action steps (strategy) that will generate a result. When the result isn't good you go back and tweak the equation. When the result is good...you look for ways to make it better and more efficient.
Is your equation ending with a positive result?
These words pop up in most discussions about marketing strategy. It relates to your brand awareness, reputation, PR, customer service and research and development.
The words imply action that will generate a desired result.
When you review your marketing plan what action words do you use? Are you committed to take action? Is your focus on enhancing awareness for your brand, or is building a community of advocates more important?
I love marketing because I see it as an equation. The equation begins using these five words that take the form of action steps (strategy) that will generate a result. When the result isn't good you go back and tweak the equation. When the result is good...you look for ways to make it better and more efficient.
Is your equation ending with a positive result?
Monday, January 16, 2012
FedUp with FedEx? They feel your pain!
Throughout the year we will highlight the many uses of social media. Here's an example of social media usage for customer service.
The story begins with an unfortunate FedEx delivery caught on video. In 21 seconds we witness a FedEx delivery carried out in un-FedEx like fashion when the driver heaves a computer monitor over the gate of a private home. There are few places left to hide in our well monitored society. For that reason businesses have to be vigilant when it comes to protecting their brand. FedEx's image was tarnished because of an unthinking, irresponsible employee.
FedEx's response is an example of the versatility of social media. Instead of letting one bad apple out of 290,000 employees change the perception of the company FedEx used social media to ask for forgiveness from this customer and the thousands who had seen the video. Take a moment to watch the heartfelt apology offered by FedEx.
If a tree falls in the woods, does anyone hear it? That philosophy is used by businesses who don't monitor how they are being talked about on social media. FedEx did not offer the "we are sorry but" excuse. They chose to offer a sincere apology and make amends with the customer.
How is your business set up to respond to a negative situation?
The story begins with an unfortunate FedEx delivery caught on video. In 21 seconds we witness a FedEx delivery carried out in un-FedEx like fashion when the driver heaves a computer monitor over the gate of a private home. There are few places left to hide in our well monitored society. For that reason businesses have to be vigilant when it comes to protecting their brand. FedEx's image was tarnished because of an unthinking, irresponsible employee.
FedEx's response is an example of the versatility of social media. Instead of letting one bad apple out of 290,000 employees change the perception of the company FedEx used social media to ask for forgiveness from this customer and the thousands who had seen the video. Take a moment to watch the heartfelt apology offered by FedEx.
If a tree falls in the woods, does anyone hear it? That philosophy is used by businesses who don't monitor how they are being talked about on social media. FedEx did not offer the "we are sorry but" excuse. They chose to offer a sincere apology and make amends with the customer.
How is your business set up to respond to a negative situation?
Monday, January 9, 2012
Customer Service and Social Media
Ever heard this stat? If someone has a bad customer service experience they will tell 22 people. A good experience? The number drops to 7.
I don't have actual data to back that up, but it makes sense. Today I heard of two different stories from a good friend that had to do with poor customer service. In one case he was the customer. In the other, his business has a customer who is livid over one of his policies based on a scathing voice message he received.
In the case of his business he has a plan to accommodate the unhappy customer that will likely save the relationship. What he doesn't have is a strategy to monitor customer comments on social media. He estimates that his business has more than 1000 customers.
Humans make mistakes and customers will be upset. Customers are venting on social media unlike ever before. A bad customer experience can be turned around, thus the need to embrace social media.
If my business has 1000 customers it is likely that some of them won't be singing my praises. Social media represents a chance to save relationships that may have been harmed, especially if they are with reasonable, loyal customers who have helped build your business. For the unreasonable people...give them a list of your competitors.
I don't have actual data to back that up, but it makes sense. Today I heard of two different stories from a good friend that had to do with poor customer service. In one case he was the customer. In the other, his business has a customer who is livid over one of his policies based on a scathing voice message he received.
In the case of his business he has a plan to accommodate the unhappy customer that will likely save the relationship. What he doesn't have is a strategy to monitor customer comments on social media. He estimates that his business has more than 1000 customers.
Humans make mistakes and customers will be upset. Customers are venting on social media unlike ever before. A bad customer experience can be turned around, thus the need to embrace social media.
If my business has 1000 customers it is likely that some of them won't be singing my praises. Social media represents a chance to save relationships that may have been harmed, especially if they are with reasonable, loyal customers who have helped build your business. For the unreasonable people...give them a list of your competitors.
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