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On March 7, 2012, we asked 19 business, marketing and customer service experts the fundamental question:
We received some truly insightful answers and thought we would revisit some of the better nuggets by creating a SlideShare presentation. If you missed the original post or have not read it in awhile, check out the presentation below.
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Oh..what a great way to repurpose an older blog post, totally gonna have to remember that. Lots of good comments but gonna single out just a few, FWIW:
Shep – I feel the same about PR, about communications. It’s everything, not just a department, it is the ethos of a brand, a company – how it treats employees, vendors, stakeholders and certainly customers.
Sean – Yeah, it’s why we recommend secret shoppers, why we encourage more front line support and empowerment – b/c that’s where the rubber meets the road.
Gini – Changing the models to be on and offline, to be where, where and how the Customer needs them b/c it is after all, about CUSTOMER not company service.
Thanks Davina! This post got a lot of traction, and we thought it would work well as a presentation because of the format.
I agree — one of my favorite points from the post is that CS is not just a department but has to be woven into the fiber of the entire organization. I think you make a good point that PR is much the same — if everyone can get on the same page, whether it’s messaging or customer experience, it makes a huge difference to customers.
How did you get that renowned customer service expert Bill Dorman in the mix; epic. Or the bigger question is, how did you do slide share?
Today is the Full Moon Howl Clay Shoot; I guess they didn’t want us back, I didn’t get an invite…….:).
I’m going to be in Winter Park on Tues, do you have time for lunch?
SlideShare is easy; it’s landing CS experts like Bill Dorman for your slides that is hard. 🙂
I think I’m good on Tuesday. I’ll check the calendar and shoot you an email.
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customer service, it means the way you will treat customers, how will you welcome them, way to help them not in aggressive attitude ,put your self in customers shoes.
Well said Vaino!