Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
“I don’t know the key to success, but the key to failure is trying to please everyone.” Bill Cosby
I wonder if this quote should be plastered inside the halls of every business in the world, because the truly great customer experience companies know who their customers are and who their customers aren’t. Great customer experience companies are willing to create customers for others.
Great CX companies make strategic decisions that help them to serve a smaller number of customers better, instead of a larger number of customers less effectively. Pizza parlors that do not deliver. Bars that prohibit smoking. App designers that focus on only one operating system. Whatever the choice might be, smart organizations know when to walk away from business to focus on their core customers and offerings.
A great example of this is Southwest Airlines, which does not offer first-class seating. Surely, this choice has alienated a highly profitable segment of the flying population, but Southwest decided that it was the right strategy to help it deliver a great customer experience. Despite this choice to provide less service options, Southwest has constantly ranked at the top or near the top in most customer experience surveys for airlines.
Sure, Southwest is creating customers for others, but hopefully, they are enriching the experiences of their own customers as well.
A collection of the best posts about customer service and the customer experience we read this past month.
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
Well, this month’s post was both our most popular and our favorite: We Have a Book Deal! Everyone here at CTS is excited to announce that Adam has a book on frontline service coming out in Spring 2015. Check out the post for details on the book and how you might be able to participate.
Photo Credit: http://www.dreamstime.com/maxxyustas_info
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.