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Aug. 13, 2008
You're Here to Serve Your Customers
By Kevin Stirtz, Stirtz Group LLC
Kevin Stirtz’s Amazing Customer Service Rule #1: "Remember why you’re here." We all get busy in our jobs. It seems there are always more things to do than any one person could possibly get done. From meetings to special projects to covering for co-workers. The list never ends. It’s a wonder we get anything done at all! This is why we need to remember our priorities. No matter how many things we have on our task list (or piled on our desk) there is always one priority that’s more important than all others. Our customers. No matter what our job is, we need to be doing something that helps our customers get what they want. No matter what our role in the company is, our work needs to play a part in helping our customers accomplish their goals. Jan Carlzon, former president of Scandinavian Airlines said this: "If you’re not serving the customer, your job is to be serving someone who is." When we forget this, we risk deploying fewer resources to serve our customers needs. Fewer resources means we’re less likely to do the best job we can for our customers. And it means we’re leaving the door open for competitors who are willing to do what it takes to serve our customers better than we are. There is no room for waste in any company. Any role or activity that does not lead to a happy customer needs to be looked at closely. Is it critical to the company or not? If not, find a way to redeploy those resources. Running a business means helping our customers get what they came to us for. That’s why we’re here.  MarketPlace Customer Service as a Differentiator: The Road to Excellence at Overstock.com Companies are beginning to realize they don’t have the option of ignoring the quality of their customer’s experiences. Overstock.com realized that customers want service that is excellent, regardless of which channel is used. But they had to overcome some serious obstacles on the road to excellence. Read their story. New Research Report: Customer Experience Maturity Monitor Discover the five levels of customer experience maturity, ranging from Limited Capability to Experiential Master. Find out where your company stands, and explore what it takes to move from the base level to the peak. Download free research report here. Selling the "New Consumer" with Smart Conversations, Not Blind Automation Learn how to engage your customers in a great cross-channel conversation that will set your company apart. CustomerThink founder/CEO Bob Thompson reveals his latest research on the multi-channel buying experience, and Lisa Abbott of Genesys explains how to solve cross-channel challenge. Four Strategies to Shift Your Support Center from Surviving to Thriving With an economic upturn on the horizon, it's time to focus on how to gain a sustainable competitive edge. In this webinar, contact center guru Bill Price reveals how to improve the customer experience, reduce operational costs and retain top technical talent. TCE (Total Customer Experience) Model Building e-Workshop for Financial Services Providers [August 27, 09:00-10:30 GMT] This program is designed to help Marketing, Sales and Service Executives of Financial Services Providers to build a TCE model to monitor, manage, and enhance the total customer experience across multiple channels and touch-points throughout the whole customer lifecycle. Global Customer Experience Management Certification Program [Sep. 30-Oct. 1, Paris] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers. Featured Links
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