I was at my pharmacy recently when I witnessed a great customer service experience! Watching the situation unfold reminded me of basic but critically important customer service skills I emphasize with my touch point employees. An elderly woman struggled to walk into the pharmacy and make her way to the pick up window, right in front of me. She thought she had a prescription filled and waiting for her. As it turned out, there was no prescription waiting. The pharmacy tech looked in several places for the prescription, including the online system, but didn’t find anything ready for the woman....
On Sunday, September 27, 2015, Mel McMahon, CEO of Indiana Originals, spoke with George Klein, Founder and CEO of Peoplocity. The discussion focused on how Peoplocity is changing the way businesses and customers interact with one another via a mobile app. Listen to the Indiana Originals Local Business Spotlight every Sunday at 10:45AM on 93.1 WIBC! Click hear to listen to listen! Peoplocity is an Indiana Originals company. We help businesses capture more feedback, do more with that feedback and get more from it. The customer feedback platform features a free mobile app that connects businesses to consumers privately to provide feedback and resolve issues....
Customer Service Week kicks off Monday, October 5! The theme this year is Everyday Heroes. Five goals for the week are: Boost morale, motivation and teamwork. Reward front line reps for the important work they do All Year Long. Raise company-wide awareness of the importance of customer service. Thank other departments for their support. Remind customers of your organization’s commitment to customer satisfaction. We want to recognize Everyday Heroes! Use our mobile app to send PRAISE to people who provide you great service this week and we’ll send you our Peoplocity koozie! Send us your STORIES about everyday heroes who...
Think about getting prepared for a trip. You take off work, clear your calendar, book a room, pack up the house, make sure someone watches the pets, and the list goes on and on. By the time you arrive at the destination, you want to relax and be taken care of. As a business you need to be prepared for these weary travelers, by providing useful services before they become discouraged and take their annoyance out on your staff. Businesses need to think about what the customer needs before the customer does. A perfect example was sent to us from...
All too often, it’s the bad customer service experiences that stick in our memory. This makes it seem like quality service is hard to come by, when in reality there are many businesses out there doing a great job. We just don’t talk about them as much. Positive experiences deserve just as much recognition; sharing positive customer experiences provides businesses with valuable feedback, and provides potential customers some insight as to what they can expect when interacting with the business. Recently I had a great customer service experience with FitBit that I’d like to share. I got a FitBit Charge...
Why does The Container Store pay its 6,000 employees an average of $48,000 a year, more than double the average for retail sales worker? According to CEO Kip Tindell’s recent book, Uncontainable, the company gets a huge return–highly satisfied employees that are three times more productive and a turnover rate of less than 10% compared to a whopping 75% industry average. We all know that turnover is expensive. Hiring and training drain resources and lower productivity. Happier touchpoint employees give consistently great service. Customers who are delighted by happy and engaged employees will return and spend more money. Tindall is...
It’s no secret that managing a business travel program today is about much more than just containing costs. Successful programs balance policies to achieve improved traveler productivity and satisfaction in addition to achieving high levels of compliance and cost reduction. Businesses with travel programs of any size can get helpful insights from the 2015 Business Travel Survey released by Travizon. The results identify specific areas that can improve the travel experience, increase productivity and add to the satisfaction and retention of your business travelers. Survey results were broken out by age group, frequency of travel as well as by status...
We recently received feedback from one of our members about a local business that provides indoor activities for children. The feedback provided great insight into the member’s disappointing experience at the business. Staff members were disinterested and obviously didn’t want to be there. They talked within ear shot of guests of their desire to leave. The food choices were poor and staff struggled with simple things like getting a hot dog order prepared. Smiling at customers was clearly not in the job description. A few days later, we received a follow up message from the same member about the same business after...
A good friend of mine is a Graze junkie. If you aren’t familiar with the product, Graze.com is a delivery snack company. Their tasty personalized snacks appear in her mailbox weekly, biweekly or monthly and contain 4-8 snacks based on her preferences. In addition to her addiction to their Pecan Power sampler, the quality which makes Graze.com the one of her favorite companies is their dedication to their customers. Graze makes the snacks and gives the rest of the power to the customers. Each box is full of personal touches from a company who is listening to your thoughts and...
My business partner recently needed to get a refund from an airline. She didn’t cancel the flight, they did. After making numerous calls, to numerous people, repeating the story over and over, I questioned whether it was worth the hours and aggregation. Although she was hornets-nest irritated, for $1600, she assured me, she would fight until she was reimbursed. It took hours of explaining and holding, and 6 months to get the refund. Did you know that resolving a problem takes an average of three attempts with 69% of consumers reporting their complaint multiple times before it is resolved? Should be...
