An Engaging Service Vision energizes everyone to focus and fulfill a powerful promise of service. A boring service vision puts people to sleep. An Engaging Service Vision wakes people up, turns people on, and poses a possibility that each team member can understand, embrace, and strive to achieve.
It is little news that social media interactions drive brand perception, buying decisions, and customer loyalty. What’s big news is how many companies manage their social digital media interactions very poorly. Here are five of the most significant drivers of social media failure. Do any of these apply to you?
What if our measure of success was not just doing our job and getting things done, but working right through the person we are serving now to touch the very next person they meet?
Surely this is a bigger task than is written in your job description. And it’s not likely to be captured in your KPIs or your bonus plan. Then, if it’s not mandatory or measured, why put in this extra effort? Why should you care about the next person your customer or colleague sees, or says hello to, or serves? The answer to this question is simple: at some point, the next person down the line is YOU.
How do you turn a passion for “shining service” into measurable, visible, and audible performance standards? How do you translate a vision like “We Make Each Moment Matter” and a purpose like “Helping People Celebrate Life” and turn them into observable, and trainable, commitments?
LUX* Resorts has cracked the code with their newest version of LUX* Shining Personality Standards. Every standard (except the one that specifically cites the Vision and Purpose) is observable – can be clearly seen or heard – and therefore easily taught, coached, managed, maintained, and celebrated.
Guest Post by Tom Moran, Principal Program Manager at Microsoft
When you think of a great customer experience, why do LL Bean and USAA immediately spring to mind? What makes JetBlue so much better than United? Why is Apple such a customer satisfaction darling? What explains the difference between Amazon and, well, everybody else? The answer is complex, yet at the same time, simple – it starts with people.
The customer service superstars at LUX* Cafe in Maldives have done it again! Check out these amazing cappuccino foam creations.
No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain on your reputation. Your recovery policy and practices should be ready.
1. Get senior management support. Unlike routine aspects of business, service recovery requires acknowledging mistakes and doing whatever it takes to recover. This often means going outside normal procedures, deliberately bending the rules, and possibly spending money in the process. Therefore, this building block needs understanding and encouragement from the top.
It’s true: no one ever hung a suggestion box hoping it would be ignored. But rarely will a mere suggestion box attract a healthy flow of good ideas.
Now imagine a staff suggestion program that captures attention with a different service challenge and a different form of recognition every month:
January: Submit your best ideas for welcoming our new customers. Winners celebrate with dinner for two at a fancy restaurant.
There is a time-tested maxim: what you think about expands in life, and what you focus on becomes clearer. What you see and say repeatedly will shape the way you live today and who you will become tomorrow.
You can apply this principle when recruiting new team members by following these four steps to hire the right talent for your service culture. Start by making it easy for candidates to consistently see, hear, and understand what your organization thinks about service.
Those who align with your vision and values will be drawn closer and want to learn more about your spirit and purpose. Those who think, feel, or believe differently won’t be attracted, and will naturally select themselves out. Both are positive outcomes for your culture and your future.
Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You can do this, too. But don’t let a thorough and detailed approach stop you from encouraging a much simpler version of benchmarking. Remember, one of the goals is for everyone to become curious about learning and improving.