I was going to write a post on customer service in a recession but then I got distracted by a great article on improvised theatre posted on Innovation Tools. It made me realise that my original impulse â€“ to post a piece on the recently-ended London Jazz Festival was the best one to go for as both the article and my experiences at the festival were inspirational and, yes, they do provide useful lessons for customer service.
Just back from a great evening of stimulating conversation about the pros and cons of e-mail at a Knowledge Cafe organised by knowledge consultant David Gurteen. Luis Suarez of IBM kicked off the evening by proposing that e-mail was a very poor tool for collaboration and there were more productive ways of communicating. Luis has not used e-mail for around 8 months now and seems all the happier for it. Through talking to a range of interesting people – the Cafe is structured Continue reading “Could you stop using e-mail?”
Recently I spent an evening at the theatre seeing Yazmina Rezaâ€™s new play God of Carnage. Itâ€™s got an excellent cast (perhaps the only time you can see DI Rebus, Voldemort and Debbie Archer in the same bill) and only detains you for about 95 minutes. Its central, rather bleak premise sparked thoughts about the conditions under which superior service flourishes.
I was in a meeting with one of my clients recently where we were reviewing a document that dealt with how to get the voice of the customer more embedded into their project methodology. Following a battle with Microsoft Word’s spell-checker the document referred to a project mythology. Laughs all round but this got me thinking: methodologies are all well and good but it’s an organisation’s mythology that can make all the difference between successful innovation and unsuccessful stagnation.
Why so? Well, let’s look at myths and what they mean. Continue reading “Business innovation 5) What’s your innovation mythology?”
The New Year is typically the time when we resolve to give something up (looking at the date of the last post I wondered if I had temporarily given up blogging!) but for some businesses it’s time to think about making customers form a habitÂ – with you.
I was struck by this thought recently Continue reading “Get your customers to form a habit”
Most organisations suffer from a wariness of creativity stemming from the myths that I outlined last week. As a consequence, organisations typically donÃ¢â‚¬â„¢t set out in an intentional and systematic way to build and maintain their creativity Ã¢â‚¬â€œ and this is a wasted opportunity.
Smiling can offer instant benefits -Ã‚Â as a recent bout of martial arts demonstrated. And although front line service staff generally don’t need to be black belts, an ability to smile is a great asset.
I returned to my Saturday-morning karate class this weekend after a 5-week absence Continue reading “Karate lessons: superior service with a smile”
The UK launch of the Apple iPhone last Friday seems a good time to launch a series on innovation. Each week I will post on the topic of business innovation and, specifically, how it relates to the delivery ofÃ‚Â superior customer service.
Topics to be covered will include: Continue reading “Business Innovation 1) An introduction”
Superior customer service is largely about knowing what the basic elements of good service are Ã¢â‚¬â€œ and delivering them consistently and well. A couple of examples from last weekÃ¢â‚¬â„¢s family holiday in Yorkshire illustrate how making people feel welcome sets the right tone for a good customer experience.
Making a positive choice to deliver a Wow! service is a different strategy from avoiding an “Oww!” service. Unfortunately many organisations implicitly choose the latter by failing to positively choose the former.