I'd like to talk about how we can implement a service strategy built around service recovery for your bank. Every day bad things happen. Things go wrong. Customers defect. There're hundreds of banks. There're lots of different options of where people can go for their bank. They can use the internet. They can go to a bank in person. Some people prefer not to even use a bank. How do we create this better customer experience? When things go wrong, how do we keep the customer? How do we avoid them going into a Facebook and having a negative rating? How do we get them to become more loyal and more committed? How do we take a guy that is so upset ... I was thinking swearing but people wouldn't really swear I'm sure. How do we take this person and flip them so they believe they're dealing with the greatest bank in the world?
I'd like to talk about how we can use what I call the customer service strategy for airports. I fly a lot. I'm in airports every week all over the world. In some, I have a very great customer experience. In some, I just want to get out of as fast as possible. Everybody needs to understand they're in customer service. That starts with security to all of the food courts to every single person in an airport. We've got to understand that this is a customer, and they have choices as to what airport they go to. If the experience is negative in the airport, then it could also impact what happens on the plane. We need to make sure that every single person has several different things they do.
I'd like to talk about how you can use customer service strategies in your bank to build more market share, to increase deposits, to increase loans, to increase your assets, to eliminate and reduce customer complaints. Whether you have 40 employees or 400 employees or 4,000 employees, you're going to teach everybody the skills and the art of customer service.
The marketplace today demands speed. Apple with its iPhones and iPads, has apps downloaded every millisecond. Eric Schmidt and Jonathan Rosenberg of Google in their book, How Google Works say "The pace of change is accelerating."
I'd like to talk about customer service strategy for the transportation industry. If there's an industry where it's more difficult, more fragile, more things can go wrong, it's probably the transportation industry. There's a variety of things I talk about in terms of how do we create this incredible customer experience?
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