In these turbulent times, we need to change the way we see customer service. Ask yourself, “What should service providers STOP doing that is no longer relevant, and START doing that no one was doing just one year ago?” Here’s an example you may want to think about.
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Below is an Autogenerated Transcript
And by the way, customer satisfaction is like the lowest level just to avoid a complaint. Right? Now higher levels get a really happy customer delight. Then another level is to have them trust you to be able to want to come back to you in the future. Well, now what you’ve got is a sense of loyalty. They want to help you. So now, you got advocacy. And the level beyond that, Gil, is when the two parties realize who you are and the way you are, I want to be part of that. Now you actually get a partnership. You don’t do that with every customer. I’m not saying you should, but understanding as a business that getting from one level to the next, to the next… It comes by creating more and more value. Now, that doesn’t mean giving a bigger and bigger discount, because it’s got to flow both ways. Then what you’re building is a partnership in service creating value for each other whether that’s with your colleagues or in the example we were discussing between departments or with your joint venture promotional partners or with your paying customers. Now, in the world today, what people value, BIG change.
I saw a really good example of that the other day when one of the major global airlines sent me an email saying, “We get it.” This is an airline in the past that focused on luxury luxury Luxury LUXURY.…..like we will give you the most. And now they’re saying, “We get it.” safety Safety SAFETY….and they were already explaining how they disinfected the planes, and how they didn’t sell the middle seat. But now they’ve come out and they said, “Anybody who flies with us, we will automatically insure you for the cost of any COVID related medical care that you may need as a consequence of your travel, including paying for whatever quarantine facilities you may be placed in by the place that you arrive for as long as you may need to be there.
“Holy moly! I mean, that didn’t even exist before COVID. Can you imagine an airline competing with another airline luxury luxury luxury luxury… We’ll pay for your insurance coverage? What’s that got to do with anything? Except that the world has changed, and people’s concerns have changed.
