Forbes: Top CEOs Share Best Practices for Customer Service
0 comments | 1327 reads A recent Forbes article by Robert Reiss, host of the CEO Show, highlights what Top CEOs are doing to bolster customer service. While the entire article is worth reading, I found the comments of Dan Hesse of Sprint Nextel most interesting.
He identified these three items as most important truths of a successful customer service strategy:
- Great customer service actually costs less because you can save expenses if you don't have to fix problems or correct wrongs.
- The key to great service is employees. They have focused on empowering all employees to serve customers.
- Every person has their compensation linked to customer satisfaction and simplifying the customer experience (Hesse notes that In the past four years, they have intentionally eliminated 85% of their rate plan combinations or choices. They have found that customers like simplicity and will pay a premium for simplicity.)
When asked what was on his customer service dashboard, Hesse mentioned three items:
- Churn, meaning customers who leave
- The number of calls to customer care
- Customer satisfaction surveys
When asked if there was anything 'special' they do for customers, Hesse mentioned hand-written thank you letters. It is worthy of note that Hesse indicated this began with an initiative by one employee and is now company wide 'Thank You Thursdays.
Probably the most significant point of all is that the CEOs consider customer service a top priority worthy of their personal attention. Any CEO who not only identifies such, but also mentors by example will have a team more motivated to serve the customer in a way that builds business.
Teresa Allen
- About Teresa Allen |
Connect:
- 1327 reads
0 comments »
Join the conversation!
MarketPlace
Boost Customer Satisfaction & Loyalty at SCORE 2013
[May 29-31, Boston] Customer experience management (CEM) strategy meets customer operations at SCORE Conference 2013. Topics include driving customer satisfaction and loyalty, employee engagement, customer retention, call center technology and big data analytics. CustomerThink members save $700 off the regular registration fee.
Digital vs. Human Banking Experiences: Can This Be a Happy Marriage?
[June 6] It's time for banking leaders to rethink how to nurture and grow customer relationships in an increasingly digital world. Get the results of a new study that revealed the CX practices of top performing banks. Learn how digital Innovations can enable more personal service.
[June 10-13, Chicago] If you are responsible for the results of your company’s website, social media, ecommerce, web intelligence, data strategy, audience research and/or measurement, then mark your calendar. Customerthink members save 15% off full conference passes with code CTKTO15.
[June 10-13, Chicago] PAW's program will feature over 40 sessions with case studies so you can witness how predictive analytics is applied at leading enterprises. Customerthink members save 15% off full conference passes with code CTKTO15.
Confirmit’s Community Conference ’13 – London and Las Vegas
[June 19-21, London; June 26-28, Las Vegas] Attending CCC ‘13 gives you an unrivaled opportunity to understand and address rapid industry changes and discover new techniques that can drive your business forward. Create a tailored agenda that explains how to overcome the challenges your business faces. Take advantage of excellent networking opportunities and face-to-face discussions with thought leaders.
Global Customer Experience Management (CEM) Certification Program
[Sept 19-20, Amsterdam; Sept 24-25, Sao Paulo; Nov 12-13, San Francisco] An internationally recognized program with proven track record of success - being run for 40 times in 17 cities with attendees from 58 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.
Customer Experience Certification
[Sept 24-26, London] If you’re developing a customer experience program or want to review your current approach, join other customer experience leaders for this intensive 2.5-day certification. Presented by Medallia, the global leader in customer experience management. Enter code ‘Cthink’ to save$300/£200.
Voice of Customer 2.0: Creating Change Your Customers and Employees Can Believe In
[Recorded April 25] Despite good intentions, in the majority of companies Voice of Customer programs contribute little to business success. Join us to learn the secrets to capitalize on Customer Experience feedback, so you can drive organization actions that will unlock profitable growth.
Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact
CustomerThink advertising sales.
Follow CustomerThink
The Future of Work - Please Give Your Input
CustomerThink is collaborating with Chess Media Group in a study about "The Future of Work" including the use of social/collaborative tools. Please take a few minutes to share your input. As thanks for your time, you'll receive a complimentary copy of the report.
Featured Resources
