We had two outstanding breakfast events in Melbourne and Sydney, with six executives speaking from companies who have the some of the best Net Promoter Score’s (NPS) and Customer Satisfaction (CSAT) scores in their industries. Thanks to everyone who was able to attend.
“If you’re not serving the customer, you’d better be serving someone who is” Karl Albrecht, Aldi founder.
I recently bought some skin products from Mecca, the cosmetic retailer. The person serving me was genuinely helpful, gave me a lot of her time and didn’t do the big sales push – the whole experience was enjoyable. So does this company have a ‘we put our customers first’ culture? Interestingly they don’t, at least not quite. After a quick google I found their goal clearly stated, “to be the number one employer for people who connect with our values and who are as passionate about customer service as we are.” Their first focus is their own people, with customer centricity as the outcome. I’d say their focus on people and customer service was working.
Unsurprisingly, I spend quite a lot of my life talking about what great customer service looks like. But when my friend Ian Lowe gave the example of a travel agent who goes the extra mile being a great experience, it jarred with me. Teetering as I do between Gen X and Y, I can't think of anyone in my peer group who would use a travel agent. They're a relic of my parent's generation, with their gaudy storefronts and cheesy adverts. We automatically go online, assuming that by cutting out the middleman and doing the hard work ourselves, we will earn the best deal.
The message quoted below really brought home to me why small details in your customer experience can cause great levels of stress you may not have anticipated.
"You are attempting check in too early, please try again in a few minutes" is what it told me, but that's not what I should have been told. Let me explain.
On a recent trip to Melbourne I was blessed with a traffic-free run to the airport, so I arrived some time before my flight was due to depart - well over an hour before. Great, I thought, I'll use the auto check-in kiosk, get my boarding pass and plonk down in the bar to have a relaxing drink - it had been a busy day.
Find out more about our partnership with inQuba.
“Whilst there were other organisations that helped, we could not have done this without CEC.”