My friend, customer service leader Barry Dalton, just came up with a great challenge on his blog, http://custservicestories.blogspot.com/. You'll enjoy the read.
The short of it is to imagine yourself as the Chief Customer Officer of a large corporation. You're all ready to charge into 2010 when the CEO calls you into his office and says,
"Your challenge for 2010 is to bring us to an entirely new level of service as a company, elimanating your postion in the process. You act with my complete support. What is your plan?"
My reply is posted on the comments section of Barry's blog, along with those of a few of the Blogosphere's other great minds in customer service.
Link to this post: http://bit.ly/7zO04m
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Ted,
ReplyDeleteMy advice would be to create 3 or 4 really compelling purple goldfish (marketing lagniappes). Invest in the customer experience and add value.
See the example of Kimpton Hotels on this post. They are a shining example: http://www.marketinglagniappe.com/blog/2010/01/01/happy-new-year-and-another-50-examples-of-marketing-lagniappe/
Best,
Stan