Apr 1st, 2014 by Ekaterina Walter
We’ve all seen them: Facebook posts written by someone at work, counting down the hours till the weekend and complaining about their boss/colleague/job/coffee facilities. Maybe next time we are out buying groceries we see the company’s name and the first thought that comes into our heads is that the coffee in the head office is undrinkable and some of the people who work there could have better personal hygiene.
It isn’t a great advert for the company, is it? It’s so easy for employees to spread negativity about their workplace, to share their lack of enthusiasm and to indirectly tell friends not to buy that brand – they never would themselves. No amount of print advertising or flashy commercials will ever change your opinion of that brand now: you know the inside story.
Contrast this with employees who work for companies like Zappos, Google, Apple, or any number of businesses with highly engaged employees who rave about what great products they make, what a talented team they work with, and how they feel so lucky to be working there because they have always been fans of the products. It’s not just about positivity: in one of their studies Gallup showed that companies with high employee engagement levels have 3.9 times the earning per share compared to their industry peers or competitors. Continue Reading »
Tweetables from the Article
- Regular rank-and-file company employees have more credibility than executives Buffer
Tags: activation, advocacy, advocates, ambassadors, brand, employee engagement, employees, executives, extend your brand, extension, internal, internal advocacy, workplace
Mar 27th, 2014 by Ekaterina Walter
If you have ever felt little or powerless in your life (and I bet most of us have at some point), you know how deeply unsettling that feeling is. Some of us would do anything to never experience that feeling ever again.
The pursuit of excellence in customer service, as with most of our pursuits in life, is all about empowering people to feel opposite of powerless. Our brands, our services, and our products are all about empowering our customers: whether it is to be more efficient, or to be healthier / happier, the list goes on.
That’s why it continues to baffle me that companies have such hard time understanding such an important concept, let alone implementing it in their everyday operations. It seems that the 3 Cs (communication, common courtesy, common sense) of excellent customer service are consistently ignored by companies in serving their most important stakeholders – their customers. Continue Reading »
Tags: common courtesy, common sense, communication, customer service, empowering, manager, powerless, pursuit of excellence, stakeholders
Mar 18th, 2014 by Ekaterina Walter
Customer service excellence has always been and will always be one of the critical competitive advantages for any business. Here are 40 quotes supporting this premise.
Make a customer, not a sale. ~ Katherine Barchetti
The goal as a company is to have customer service that is not just the best but legendary. ~ Sam Walton
You are serving a customer, not a life sentence. Learn how to enjoy your work. ~ Laurie McIntosh
Continue Reading »
Tags: business, competitive advantage, critical advantage, customer, customer service, customer service quotes, excellence, eye-opening, service, support