081: Walking the Talk of Improving Customer Service

It’s EASY to talk about improving customer service. It's a lot harder to actually do anything about it! Why is it so hard to create a real strategy around putting the customer first? Are you really improving customer service? Making a big deal about becoming "customer–centric" through new options and features but neglecting to deliver what customers actually need to be happy is not really walking the talk. Jeannie and Adam see this happening in many industries, and a few companies are getting away with it (for now). But let's face it: Many organizations don’t have the luxury of cornering consumers with hefty contracts and limited competition -- like cable or utility companies can. Most organizations have to compete, and few have developed raving fans so loyal that they are willing to tolerate subpar customer service and frustrating experiences. It's dangerous to assume the complacency of your customers translates to loyalty, or that your revolutionary product or service alone will keep customers from exploring alternatives. Adam and Jeannie share some timely examples of companies that continually fail to deliver on their promises, and how it's catching up to them. How and why does this happen, and how can you avoid making the same mistakes? Learn from great stories about organizations that are walking the talk. Discover what's standing in the way of delivering standout service experiences that create a sustainable customer-focused culture. Related Content Article, Comcast Wants Customer Service Reps to Sell Users on Data Caps Article, Comcast customer discovers huge mistake in company’s data cap meter Customers That Stick® post, Turning a Customer Service Culture 360Connext post, Turning the Tables on Bad Customer Service Episode 058: Jill Griffin, The Loyalty Maker Sponsor message: Develop Your Customer Experience Mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices