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Transforming the Customer Experience

At Shoppers, Inc. we are very passionate about great customer service, measurement and teamwork.  The article below from Kristina Evey about Transforming the Customer Experience and customer service relates to our goals and passions.  Hope you enjoy it!

What It's All About- Customer Experience Management

I'm delighted to have you as a subscriber to this newsletter.  Everything that will be provided to you is going to be focused on managing the customer experience.  I will help you transform the experience that you provide your customers into one that will not only increase your profits, but will be unique and completely different than anything they have ever experienced before.

Your customers are looking for a unique experience from you.  They want something different than what the competition is already doing for them, which is merely satisfying them.

Did you know that a study released in 2007 indicates that 80% of the time, the number one reason cited as to why a customer would NEVER return to a place of business was based solely on their customer experience?  This is up from 68% in 2006.
 
Did you know that it has been shown that a 2% increase in customer retention has the same effect as cutting costs by 10%?
 
Happy customers tell four to five people about their positive experiences.  Dissatisfied customers tell nine to twelve people about their unhappiness within 24 hours. 
 
Statistics like these demonstrate that businesses have customer satisfaction and retention problems they don't even know exist.  In today's economy, you can't afford to underestimate this trend.

As a business leader for small to mid size companies, you likely are realizing that it's not all about the product or service that you are providing.  It's about the experience and relationship with the customer.  Customers today are buying a perceived relationship.  Face it - they can buy a comparable product or service from your competitor.  But you need to promise and deliver them both a relationship and experience that is unlike any that they can get anywhere else.

Just the fact that you have signed up for this newsletter suggests that you are customer centric and focused on customizing your business around your customer.  That's good, because 95% of your competitors aren't.  So you are already ahead of the game.

Kristina

Helping You Focus On Your Customers

KristinaEvey.com

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20 Tips for a Positive New Year

Happy New Years from Shoppers, Inc.!  Hope you enjoy the article below from Jon Gordon about 20 Tips for a Positive New Year as much as we did.

1. Stay Positive. You can listen to the cynics and doubters and believe that success is impossible or you can trust that with faith and an optimistic attitude all things are possible.

2. Take a morning walk of gratitude. I call it a “Thank You Walk.” It will create a fertile mind ready for success.

3. Eat breakfast like a king, lunch like a prince and dinner like a college kid with a maxed out charge card.

4. Zoom Focus. Each day when you wake up in the morning ask: “What are the three most important things I need to do today that will help me create the success I desire?” Then tune out all the distractions and focus on these actions.

5. Instead of being disappointed about where you are, think optimistically about where you are going. {Tweet This}

6. Remember that adversity is not a dead-end but a detour to a better outcome. {Tweet This}

7. Don’t chase success. Instead decide to make a difference and success will find you. {Tweet This}

8. Get more sleep. You can’t replace sleep with a double latte.

9. Don’t waste your precious energy on gossip, energy vampires, issues of the past, negative thoughts or things you cannot control. Instead invest your energy in the positive present moment.

10. Mentor someone and be mentored by someone.

11. Live with the 3 E’s. Energy, Enthusiasm, Empathy.

12. Remember there’s no substitute for hard work.

13. Believe that everything happens for a reason and expect good things to come out of challenging experiences.

14. Implement the No Complaining Rule. Remember that complaining is like vomiting. Afterwards you feel better but everyone around you feels sick.

15. Read more books than you did in 2012. I happen to know of a few good ones. : )

16. Don’t seek happiness. Instead decide to live with passion and purpose and happiness will find you. www.Seed11.com

17. Focus on “Get to” vs “Have to.” Each day focus on what you get to do, not what you have to do. Life is a gift not an obligation.

18. Each night before you go to bed complete the following statements:
I am thankful for __________.
Today I accomplished____________.

19. Smile and laugh more. They are natural anti-depressants.

20. Enjoy the ride. You only have one ride through life so make the most of it and enjoy it.

-Jon Gordon

Download this List as PDF Poster Here

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The Simplicity of Great Customer Service

Greetings from Shoppers, Inc.!  Hope you enjoy the article below from Mark Sanborn about The Simplicity of Great Customer Service and good customer service as much as we did.

Yesterday I got a call from a representative of Brand Direct Health about fulfilling an order I’d placed. Past experience with slow, disorganized and/or unhelpful service reps makes me look forward to these exchanges like a root canal.

I had only a few minutes before a meeting. “I’m short on time. How long will this take?”

The customer service rep said, “Less than three minutes.”

He confirmed what I’d ordered. He answered a couple of my questions concisely and completely. Then he asked for my billing and shipping information and confirmed that all the information I provided was accurate.

Two minutes later he told me my order would be on the way.

There was nothing unusual or spectacular about the brief exchange. What was refreshing was how quickly and easily it took place. No hassle. No fuss.

In the age of complexity, simplicity rules.

Don’t over complicate things.

Your organization should aspire to the simplicity and power of customer service done well.

Mark Sanborn, CSP, CPAE is president of Sanborn & Associates, Inc., an idea studio for leadership development. He is an award-winning speaker and the author of the bestselling books, The Fred Factor: How Passion In Your Work and Life Can Turn the Ordinary Into the Extraordinary, You Don’t Need a Title to be a Leader: How Anyone Anywhere Can Make a Positive Difference and The Encore Effect: How to Achieve Remarkable Performance in Anything You Do. His book Up, Down or Sideways: How to Succeed When Times are Good, Bad or In Between was released October 2011. To obtain additional information for growing yourself, your people and your business (including free articles), visit www.marksanborn.com.

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Customer Service Corner Stone

The corner stone of every business are customers, they are the pulse of what keeps a company alive. The Sunday Times just wrote up an article after speaking with me about investing in customer service, I would highly recommend reading over it. Here is article:

Q and A : Investing in human resource is key to improving service delivery --Customer Service expert 

Recently, John Tschohl the President of Service Quality Institute, a US based institute with over 30 years experience in customer service was in the country to train over 400 people in a Customer Care. During a seminar was organized by the Rwanda Development Board (RDB) in conjunction with the Private Sector Federation (PSF) and Service Quality Institute under the theme: “Achieving Excellence through Customer Service.” In an exclusive interview with Business Times’ Berna Namata he talks about improving customer service. Below are the excerpts;

On the On the Frontier Group (OTF) and the Institute of Political Analysis and Research (IPAR) says that Rwanda’s Gross Domestic Product (GDP) could increase to $40 million per year by 2012 if services are improved. How?

Most companies in Rwanda have probably done something over the last decade may be 2 or 3 hours training. People need to reduce costs, create customer friendly systems, policies and also train their employees about service delivery at least after every four to five months. You have to introduce something new to the work force- teach them customer service skills.

Everybody in Rwanda knows that taking care of a customer is important, but they do not do it. And this is true around the world, not just Rwanda. You have to get inside the heart of the person, build self image and self esteem. You have to ignite a fire within an individual to get them to believe in themselves.

Most companies and institutions emphasize investment in capital not human resource. What is it critical to invest in human resource?

This has been a mistake for years – put more money in new computers, machines, etc yet if you are in the service business you are totally dependent on people.

The face of your company is your employee and you can pay a wages like you putting gasoline in car, but if you are not changing oil- the car can get mechanical problems and stop moving.

The same is true for human resource; you have to put some ‘additive’ into the employee, give them some skills to be more effective. It is not realistic to expect the education system to provide a totally disciplined, high performing individual for you.

As an organization, if you want high performing employees you have to develop those people.

And paying them more money is not going to improve performance – you have to ask yourself whether you want high performing employees or you just want employees. High performing employees will make you a lot of money.

From your experience what are some of the myths about customer service?

The first one is that if you have more employees, you have better customer service – most companies in Africa have 25 percent more employees than they need. You do not need all those employees, you just need high performing employees; having many people has nothing to do with customer service. You need fewer employees but need more high performing employees.

The second is that the reason people do not work hard is the reason that you are not paying them enough-if you double everybody’s salary, you will only improve performance by one percent and then next 30-60 days, you will be out of business!

What drives employees is recognition – they want to be loved, appreciated, they want to be valued and in most cases they are not.

But I also believe that the less you pay the employee, management tends to have less respect for that employee. As an employer if you know you are paying an employee a lot of money, you want to keep them.

The other myth is that everybody is empowered BUT as an employer you have got to empower, train people and empower them because without them you will never have empowerment.

What is your final message to service providers in Rwanda?

Service providers in this country have to appreciate the fact that they are competing in Rwanda with other companies not only in Rwanda and all over the world.

If you want to dramatically increase your revenue, if you want incredible success beyond your wildest dreams having service strategy is the most effective way.

Currently Rwanda is competing with a lot of countries in East Africa and Africa, but the question is - why should somebody come to Rwanda for tourism and why should I come back? I believe it is the customer experience in all. If you understand the customer experience; you can provide an awesome incredible superior customer experience, you will end up with more revenue.

The other thing is that good customer service does not get you into the game – most of the people just think that okay- we are going to offer good services this is not enough; you have to create customer loyalty.

You have to provide remarkable customer service every day, every transaction with every customer. If you do that it is possible to own the market- the question for Rwanda –both government and private sector is how badly do you want to dominate Africa?

How badly do you want to be the most successful business? And those who understand the service strategy will have incredible growth. 

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Unconditional Customer Service – In Good Times and Bad

We just had to share the article below from Shep Hyken about Unconditional Customer Service – In Good Times and Bad and customer service.  Enjoy!

Imagine if one of your good customers said that times were tough and that they had to cut their next order by 30%.  Would you even think of giving them 30% less of your usual best effort?  Would you think of giving less than your brand promise – or your commitment to quality and customer service?   I doubt it.

On a recent flight home from a speaking engagement I met a flight attendant who delivered atrocious customer service.  It was obvious she hated her employer. Apparently, for her airline to survive they had to cut salaries by 30%. Even though the airline is still losing money every month, she still thinks it is unfair.  Her comment to me was this, “They cut my salary by 30%. I’m going to do 30% less.”

Sometimes a company has to make tough decisions just to stay afloat.  In this rough economy, she should be lucky she has a job.  It was obvious that her anger was interfering with her responsibilities. First and foremost, she was there for our safety. Second, she was to take care of the passengers in a manner that was professional and pleasant. After all, she was on the front line, and the face of the airline.

She will eventually quit or get fired. And then she’ll find another job. I already feel bad for her next employer.

THE LESSON: At the individual level, every employee needs to be an extension of the sales or marketing department, regardless of their job, their pay, economic challenges etc.  It is a job requirement; a non-negotiable responsibility.  The same goes for the entire company.  Look to help your customers through tough times.  If they aren’t buying as much, be thankful for what business they do give you.  Continue to deliver the highest levels of service, as you have always done.  Use tough times to build relationships.  Increase confidence as you prove your value as a partner, not just a vendor.  Be it an individual or an entire company, this is your chance to be amazing!

Shep Hyken is a customer service expert, professional  speaker and New York Times   bestselling business author.

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Loyalty in Little Things Is Huge

At Shoppers, Inc. we are very passionate about great customer service, measurement and teamwork.  The article below from Harvey Mackay about Loyalty in Little Things Is Huge and customer service relates to our goals and passions.  Hope you enjoy it!

Fostering employee loyalty is the first step to creating customer loyalty. Most businesses depend on loyal customers for their bread and butter, and occasionally for their gravy as well.

We all have customers who will buy from us even when they can get a lower price somewhere else, or quicker turnaround, or better service.

But change all those “ors” into “ands” and your customers will start to question your loyalty to them. The same holds true for employees. You can’t keep them guessing how they will be treated and expect them to give their best to you.

I couldn’t agree more with Frederick Reichheld, author of Loyalty Rules!, who believes that loyalty is the fuel that drives financial success. Based on extensive research into companies from online start-ups to established institutions such as Harley-Davidson, Enterprise Rent-A-Car, Cisco, Dell, Intuit and more, Reichheld reveals six bedrock principles of loyalty upon which leaders build enduring enterprises.

1. Play to win/win. Never profit at the expense of partners. 
2. Be picky. Membership must be a privilege.
3. Keep it simple. Reduce complexity for speed and flexibility.
4. Reward the right results. Worthy partners deserve worthy goals.
5. Listen hard and talk straight. Insist on honest, two-way communication and learning.
6. Preach what you practice. Explain your principles, then live by them.

Could it be simpler?

John Akers, former chairman of IBM, puts loyalty in this context: “We’ve all heard shortsighted businessmen attribute a quote of Vince Lombardi: ‘Winning is not the most important thing; it’s the only thing.’ Well, that’s a good quote for firing up a team, but as an overarching philosophy it’s just baloney. I much prefer another Lombardi quote. He expected his players, he once said, to have three kinds of loyalty: to God, to their families and to the Green Bay Packers, in that order.”

Mackay’s Moral: Employees should be encouraged to ask questions, but they should never have to question your loyalty.

Reprinted with permission from nationally syndicated columnist Harvey Mackay, author of the New York Times #1 bestseller "Swim With The Sharks Without Being Eaten Alive." 

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