Seven seconds — that’s all the time you have to make a positive, lasting impression on any new customer. The interactions with your employees and observations about your business that take place during this short window are critical to the customer experience. Do you know what it takes to make a great first impression and make your customers feel like stars? Take Pride in Your Appearance When it comes to making a positive first impression, appearance certainly matters. There are two elements to consider: the appearance of your business and that of your employees. Regarding your business, customers start to...
On a recent visit to my workout center, I noticed an issue I wanted to comment on. When I asked how I could get in touch with management, I was surprised to be directed to a far corner where comment cards and the dusty comment box were located. Why was my upscale workout center still using an antiquated method for obtaining customer feedback? After asking for a pen, I completed the comment card, including my contact information. It took about 15 minutes of my time to find and complete the card. Then I waited to be contacted… I’m still waiting....
Have you ever been irritated by a business that has a special offer available only to new customers? It is especially bothersome when the result is that the new customer is getting a better deal than than the current one. What a way to reward those who are loyal customers of a business! “New customer only” offers feel like a punishment to the loyal customers who have been frequenting a business for quite some time. Recently I was at an event and saw a lady behind a table calling, “Free umbrellas!” I could always use a new umbrella, so I ran right over. Well come...
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...
Hi! I am Jodi Sprinkles and I was the Peoplocity marketing intern from January until August! I attend Indiana Wesleyan University and I major in marketing and business administration. My internship was offered through a program called Accelerate Indiana where students intern with Central Indiana startup companies. During my internship at Peoplocity I was able to work directly with the CEO and Vice President and help create long-term ideas for Peoplocity. I got to attend the Innovation Showcase, and hear more about startups in Indiana and learn more about building businesses in Indiana. I enjoyed putting some of the principles...
