One of the secrets of a great Customer Experience….

Written by Colin Shaw


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When a guest is staying with them they “learn their behaviour”. They take note ofrepparttar drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhancerepparttar 145171 Customer Experience onrepparttar 145172 next occasion. This is attention to detail!

On our visit to Virgin Atlantic they told us aboutrepparttar 145173 amount of time they have spent working out whenrepparttar 145174 optimum time is to deliver hot towels in Upper Class! Before or after take off! They also have worked outrepparttar 145175 optimum layout of a service trolley and they have great new lie down beds in Upper class. As someone who spends a lot of time travelling aroundrepparttar 145176 world giving conference speeches, I can’t wait to try them!

Dell Computers have set up a number of “Listening Posts” to ensure they capture customer information and convert this into something that is usable byrepparttar 145177 customer.

So attention to detail in Building Great Customer Experiences is key. The converse is also true. Lack of focus onrepparttar 145178 Customer Experience will detract fromrepparttar 145179 Customer Experience. The other night I visited my local cinema. The “baby booster chairs” were left inrepparttar 145180 aisle so that when we enteredrepparttar 145181 cinema, late, we nearly broke our necks falling over them! ……the massive queue to buy a ticket - only two tills were open but there were 3 people standing atrepparttar 145182 back chatting whilst 50 customers fumed. We have all had similar experiences. It takes thought, it takes time and it takes commitment to build a great Customer Experience. We commend you to pay attention torepparttar 145183 detail.

To find more detail or articles on Customer experience, customer experience management and customer experience consultancy please contact me at Colin.Shaw@beyondphilosophy.com but don't forget to include Ref. QR in subject area which will help me to reply you back in quick manner.

Colin Shaw Founding Partner, Beyond Philosophy © Beyond Philosophy

Colin Shaw is the Founding Partner of Beyond Philosophy and guru of the Customer Experience Management. He has also produced two most successful books on customer experience which are now available in market.


Are you Coward

Written by Colin Shaw


Continued from page 1

I lived to regret it. The email caused a big argument. I had said things that were misinterpreted despite my best attempts to be clear. I ended up upsetting a lot of people. I ended up regretting sending it. I was wrong. Since that day I now have adopted a few rules with emails that I would like to share with you. 1. Insist that all calls are answered by people and answer phones are banned other than outside office or opening hours.

2. Never reply to an email when you are emotionally charged. DO NOT type a reply and pressrepparttar send button, until you have had a cooling off period. Put it in your “Draft” emails and look at itrepparttar 145170 next day. I always end up changing mine.

3. When you think “Shall I talk to them or shall I send them an email? It is at that moment when that little voice in your heads says; “No, just send them an email that’ll be simpler, you don’t want to talk to them it may be embarrassing…..” That is exactlyrepparttar 145171 time I know I MUST talk to them. So pick uprepparttar 145172 phone and talk! It’s never as bad as you expect and people always appreciate it.

4. Finally a plea. When anyone sends you an email, please reply. Don’t just ignore it. Reply even to say “GO AWAY”. I find it amazing that you can send an email to someone and they don’t even haverepparttar 145173 courtesy of replying.

What’s your thought? If you have a view, drop me a line! Colin.Shaw@beyondphilosophy.com

Colin Shaw Founding Partner, Beyond Philosophy © Beyond Philosophy 2004

Colin Shaw is the Founding Partner of Beyond Philosophy and guru of the Customer Experience Management. He has also produced two most successful books on customer experience which are now available in market.


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