March 28 - How Top Brands are Creating Winning Customer Service Experiences in 2024
I'm working with Nextiva on an important live session, talking about how you can take your customer service - especially online - to the next level, using the successes (and failures) of big brands as a model.
This will be a memorable one!
Please RSVP here.
March 29 (April 5 for Europe) - Movable Ink Magenta Friday
Movable Ink is producing a 2.5-hour masterclass on all things digital marketing, featuring a boffo lineup of presenters, including me (talking about how to create a Coveted Customer Experience and reduce churn)
And, we're giving away tequila to lucky RSVPers.
Please RSVP here.
Want More Feedback? Make it Personal
My email and text message inboxes are filled with requests for feedback.
From hotels. From airlines. From restaurants. From my landscape guy. From T-Mobile. And a bunch more.
The data show about half of your customers will respond to requests for feedback. But there are several ways to boost that ratio:
Ask fast.
The shorter the duration between the interaction with the customer and the request for feedback, the more likely the customer is to respond.
The feedback is also as much as 40% more accurate, because the whole affair is still fresh in the customer's mind. Like door mouse is still fresh in your mind.
Merchandise the request.
People want to know what they're getting into. Is this a 3 question quiz, or a law school entrance exam?
Tell customers about how long it will take to complete the survey (provided it's not self-evident). l choice designed to create conversations that is not part and parcel of the core business of preparing and serving food.
Make it clear that it matters
People hate providing input that is never read, evaluated, implemented, or acknowledged.
This is why I always tell you who won the prior Question contest; so you know that I did read them all and select a victor.
When sending feedback requests, it's very effective to include a line about changes that were made based on responses from other customers, to showcase that the feedback is seed corn for operational growth.
Make it personal
This one has a HUGE impact.
Six Januarys ago, I ate at Le Kliff, an open-air seaside restaurant outside of Puerto Vallarta, Mexico.
About 20 of us were there; I brought my whole company down for our annual strategic planning retreat.
As we concluded a long and convivial meal, our waiter handed me the bill and said:
"I hope you had a marvelous evening here at Le Kliff, and that you will join us again soon. However, not in the summer.
Because, as you can see, we have no walls. In summer, we must close, due to high temperatures.
Our owner, Hector, that is him there, by the bar, does not pay us for these summer months, because of course we are not open.
But, for every 5-star review on TripAdvisor that mentions my name, Javier, he gives me 200 pesos and that is how I pay for things during the summer.
So if you had an excellent evening, would you please consider writing such a review? Here is a business card that shows the link to our page on TripAdvisor, and my name is written there, it is Javier."
Considering I wrote a book about feedback called Hug Your Haters (makes a great keynote speech too!) Javier was barking up the perfect tree. I think he got about 14 reviews that same night.
Contrast this with the nameless, faceless emails and texts that are typically fired out automatically. Which are you more likely to embrace?
Note: I don't at all think you need to tie financial rewards to make this work. If Javier would have said, "my boss carefully reads every review from our diners, and he does so immediately, so if you would please consider writing an honest review before your next meal in the morning, we would really appreciate it" it likely would have yielded strong participation.
What do you think? Can you try this in your business?
The Books Report
72% of workers suffer from loneliness. It's one of the byproducts of remote work, but there's a lot more to this disconnectedness at work.
Ryan Jenkins and Steven Van Cohen have antidotes in their terrific book: Connectable: How Leaders Can Move Teams From Isolated to All In
This book is worth it just for the 4-piece Loneliness Framework inside, but it's packed with actionable steps, case studies, and stories.
If you're in charge of anybody in a work setting, I recommend this one to you.
Jay's Faves
After 30 years on the coffee train, a few months ago I jumped the tracks to tea.
I feel quite a bit better, to be honest. The caffeine-fueled rise and fall is less roller coaster-ish, and my digestive system is a tad happier, to boot.
I have tried a LOT of teas recently, and I am a raving fan of Fraser Tea.
Family-owned in Michigan, great customer service, a huge selection, recyclable packaging, and the most delicious teas I've found yet.
My wife is a long-time green tea person, and she's now switched to Fraser from her prior brands.
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