The Top 10 (in North America as of 2012)

1. Amazon
   
2. Google
3. Apple
4. UPS
5. Sony
6. Hilton
7. FedEx
8. Marriott
   
9. American Express
10. South West Airlines
    

Surprised? I haven't had enough experiences with all of them to offer concrete evidence for all but would absolutely support the nods to Amazon, Hilton and South West Airlines. I'd also like to see the hidden gems that are much smaller in size - These are the real trend setters. Nonetheless, there are some interesting insights if you read the article and you may get an idea or two to use for yourself.

Enjoy and Happy Thanksgiving! 

To read the article and see the tactics these companies are using click here

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A question for Call Centre leaders everywhere: Does any company have a rewarding IVR experience? Seriously, if you think about every automated interaction you've ever had, is there any one worth bragging about? I thought long and hard and in my humble opinion I do not know of one.

For the uneducated, IVR simply means Interactive Voice Response and is the person you hear when greeted by nearly every mid - large size organization on the planet. Whether you are greeted and given options to press or can actually interact with this voice (something we call speech recognition) depends on who you call. In almost all cases, IVR experiences are unnatural and often frustrate us to no end.

Now, I will say this, those organizations that make it at least easy to move through the IVR, provide us with an option to transact (e.g. banking) and most importantly make it easy to speak with a live person deserve some praise. There are several companies, Canadian banks in particular, who do this well.

The issue most of us have, myself included, is that too often I am either given far too many choices and moreover have too hard a time reaching a live person. Also, if I am asked to enter information in the IVR to validate my identity, please do not have me do this all over again if I do speak with a live person - This is a bad to way to start what could already be a frustrating customer experience.

To simplify things I offer this tips to all companies using an IVR:

• Use the most natural voice possible - Coming across more like a real person is most important
  
• Consider recording language that you'd use yourself - Avoid sounding like a recording
  
• Do not offer more than 4 options anywhere and try to get to 3 or 2 - Limit sub menus
  
• Make it EASY for customers to speak with somebody live - It may cost more to speak with more live customers but if the result is increased loyalty you will WIN a hundred times over
  
• I have yet to experience a speech software that works well consistently - If you know of one LMK
  

I know this a hot topic and there are many opinions out there and I welcome your comments below.

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Talk soon!

I wasn't kidding when I talked about the importance of your target audience being grade school kids. Here's a great example of a food services company listening to ALL customer demographics. Enjoy!

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Once you have documented a Customer Service strategy, reevaluate how you treat your employees. If you are looking to improve your Customer Service in any way, it will start with how your employes feel.

Did you know?

• 4/10 employees are disengaged globally
• 70% of U.S. employees do not like their jobs

Check out this article from a recent edition of Forbes magazine to learn more!

This is simply astounding and sheds needed light on our most important organizational resource. Here are a few ideas I have been fortunate enough to introduce that have made a real difference. The real key is not so much the ideas themselves but the commitment to executing on them EVERY DAY. Those companies and by extension leaders that do are guarenteed to improve their customer experience.

Here's 3 TIPS on what really works:

1. Tell them how they are doing. While we are all driven by something different, most of us appreciate being told not only how well we have done something but how we can do it better to continuously improve. This is much easier said than done and depends greatly on the training and development offered to people leaders in the organization. If they understand how to effectively communicate, can do it sincerely and on a regular basis they will be effective.
2. Make FUN a habit. The article I attached references Google, Facebook and South West, all of whom are notorious for having best in class employee engagement. One common theme is the amount of FUN their employees have - It can be as simple as being encouraged to connect with their peers and organize work events such as a BBQ, an indoor game of mini golf or volunteering for a local charity - These are the moments that employees remember and celebrate.
3. Let them participate! One of the most effective best practices is to set up a team (let employees decide whom) that participates in shaping your organization. Yes, of course there are guidelines but the key is giving your employees a voice and not just at a quarterly town hall - Regularly. Let them have time to meet and assess what can improve - Leverage their knowledge of what your customers really think. And celebrate like crazy when you do something they suggested.
   

Stay tuned for future blogs on this all important topic and let me know what you think.

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Until next time!