What is your point of view about our point of view that service is the reason we are here? Do you agree (or disagree) with our definition that service is taking action to create value for someone else? What is your opinion about the teaching of Uplifting Service and Ron Kaufman?
Voice of the Customer
Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on…
What is your point of view about our point of view that service is the reason we are here? Do you agree (or disagree) with our definition that service is taking action to create value for someone else? What is your opinion about the teaching of Uplifting Service and Ron Kaufman? Your comments can be …
I recently spent a weekend on an island near Singapore. My Dad and I were looking for an easy get-away in a country that was new to both of us and this one fit the bill. After a few Google searches and price comparisons, we settled on a place to stay. Our “resort” advertised cute wooden bungalows that sit right on the beach, a bar and restaurant with complimentary breakfast, and a driver service from the ferry terminal where we were set to arrive. No big hotels, no pools and no jet-skis – an island away from the city with some true local flavor. I was excited – I was looking forward to reading my book, falling asleep on the beach, and coming home with good memories and visible tan lines.
Google has a pretty good reputation for customer service. The world’s largest search engine gives people the results that they need. Their Google Docs suite is free and is a decent replacement for more expensive office suite offerings. Gmail allows millions to operate free e-mail accounts with relatively little spam making its way past Google’s complex filters. Google is a technology company that knows what people want.
Today, we tweet about the latest books we’ve read. We let our friends know where we’re eating lunch via Facebook. We Instagram pictures of our latest purchases. We post reviews of the businesses we frequent on Yelp, TripAdvisor, and Angie’s List.
As consumers, many of us have gone social. We love telling people about our latest experiences, and we love hearing about what others have experienced so we know what to do this weekend and what to avoid. Unfortunately, this social reality is something that few companies have fully embraced. Until they do, they’ll be missing out on the social power of their satisfied customers.
Every day, a quarter of the world’s population connects via Nokia Siemens Networks infrastructure, products, and solutions. The company serves telecommunications providers and partners in every corner of the globe with more than 70,000 employees throughout 150 countries. This giant business-to-business company is a client of Uplifting Service, and they knew very well that satisfying customers was essential for growth in profitability and market share.
Many of us can recall a story about poor customer service that went viral on the Internet. (Think United Airlines and guitars, or Federal Express and computer monitors.) These negative stories have become legends. Unfortunately, we don’t find as many stories going viral about outstanding quality service.
Brand perception is simply the way customers perceive your organization. This perception is influenced by many factors: your products or services, style of communication, corporate culture, and the quality of service you provide at every “perception point.”
American Express Global Customer Service Barometer says that 92% of people are most influenced by a company’s reputation or brand, and 88% say that they are most influenced by the recommendations of family and friends.
So, the question begs asking… how can “word of mouth” be motivated, encouraged or leveraged? How can you create “buzz” even if you are a single employee, or manager of a business? Does it take a huge budget? An ad agency? Nope. Sit down, we are going to offer you some staggering statistics.