Great Retail Greetings: A Win for Customer and Culture

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We’ve written previously about the concepts of primacy and recency. They dictate that in any encounter we tend to remember what happened first and what happened last.  As customer service professionals, we know that first impressions matter, but what if you used that first impression to set the stage for your customer and your employee?

Below are two great examples of companies that go beyond a typical customer greeting. And since repetition is one of the most basic learning techniques, these greetings ensure the employee is repeatedly reinforcing the culture they are representing many times a day.

Beyond How Can I Help You

How many times have you called or entered a business and heard, “Hi, this is so and so, How can I help you?” It’s a friendly and polite way to greet customers, but it is also forgettable. However, Giant Eagle Market District, a regional grocery chain takes a different approach. It goes beyond the typical greeting to reinforce its commitment to service right from the start.

“Hello, Giant Eagle Market District, how can I offer you unparalleled service today?”

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Customer Before Employee, Employee Over Customer

Customer Before Employee, Employee Over Customer

I’ve been working on some of the early chapters for my frontline customer service book this month, and one of the topics I’ve been focused on is the importance of a good customer service mindset. Crucial to this mindset is the fundamental belief that we are there to serve our customers. At its most basic […]

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Faces of Customer Experience: Jeannie Walters

Jeannie Walters

Meet Jeannie Walters! Jeannie Walters is the Chief Customer Experience InvestigatorTM/Founder of 360Connext, the only global organization specializing in Customer Experience InvestigationTM, a trademarked process of walking in the customer’s shoes for a truly objective view. She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 […]

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Monthly Mash and Creating Customers For Others

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Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Volume 29: March 2014 Thoughts on the Customer: Creating Customers For Others “I don’t know the key to success, but the key to failure is trying to please everyone.” Bill Cosby I […]

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Introducing The Faces of Customer Experience

The Faces of Customer Experience

Recently we posted a blog on the significance of the one-on-one relationship in customer service. Although technology is replacing an increasing number of human interactions, the majority are still defined by the one-to-one experience. While touch points that do not involve a one-to-one interaction abound, rarely do these impact the customer experience as deeply as direct, […]

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A Review of Spin Sucks by Gini Dietrich

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There is one thing you must know up front about Spin Sucks: Communication and Reputation Management in the Digital Age: This book was written for you, not for public relations professionals. Spin Sucks is based on the popular Spin Sucks blog and is written for business leaders like you and me who “need to better […]

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The Magic Number in Customer Experience Is Two

Magic Number in Customer Experience Is Two

From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization. Our customers communicate with us via so many channels, they interact with us through so many touch points, that we can easily lose sight of the fact that most customer experiences […]

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