Customers Rock!

A blog about customers, their experiences, and how businesses can make sure their customer experiences rock!

Weekend reading

Posted by Becky Carroll on May 11, 2007

blog.jpgI thought I would share a few great links to get you thinking over the weekend.  Enjoy!

Demanding Excellent Service

Christy Brewer over at the Quicken Loans blog The Diff shares a frustration many of us share that focus on the customer: we analyze the experience everywhere we go!  Much like the joke about the psychologist constantly analyzing friends, Christy tells the story of how she has analyzed her experiences at the hardware store and at a medical office.  She and I must be long-lost kin, because this paragraph sounds so much like something I would blog:

Providing great customer service is not hard. In fact, the more you do it, you realize that it’s actually easier to be excellent in the first place, rather than trying to fix the experience after turning off a client or customer. Great customer service really does boil down to the simple things. Anticipating needs and then meeting them. Listening like you are doing the talking.  Doing what you say you will do.

Keep the faith, Christy!  We can spread the word and help change the world more quickly than you think.

The Southwest Airlines Conversation

Geoff Livingston of the Buzz Bin has a great interview with Brian Lusk from Southwest Airlines as their blog, Nuts About Southwest, celebrates its first anniversary.  The Southwest blog is truly an ongoing customer conversation where customers have influenced major airline decisions.  Many employees have started to participate as well, both by blogging and by leaving comments.  Here is a quote from Brian about these customer-employee blog conversations:

They simply are conversations you might have with any friend, and we consider our participants to be our friends. But, it builds relationships with our Customers. This is very similar to the relationships our Station and Inflight Employees build with their regular Customers.

The interview also discusses the way Southwest participates in the customer conversation and truly shows their customers Southwest cares about what they think.  An excellent interview! Special thanks to Toby Bloomberg of the Diva Marketing Blog for highlighting this post.

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5 Responses to “Weekend reading”

  1. Thanks for the link. It was quite a revealing interview, and actually led to a second conversation that will be featured in my book. Great to stumble on your blog.

  2. Toby said

    Becky – Do you think that analyzing customer experiences is simple a hazard of being a professional marketer or a blogger (smile)?
    I enjoyed Geoff’s interview also. It’s very exciting to see major brands beginning to participate in social media marketing. Bill Marriott, from Marriott Hotels, is a wonderful example of a CEO blog. Bill combines bits of company information with personal experiences for a very engaging “conversational” read. Appreciate the ‘tip of the hat” to Diva Marketing.

  3. Geoff, great to come across your blog as well! I look forward to hearing more about your second conversation and your book. :-)

    Toby, I believe you are right about the hazards of the job, made worse by those of us who focus on customer service and marketing! I will have to check out the Marriott blog… thanks for the lead. And, as always, thanks for coming!

  4. christy said

    Holy moley, Becky! You’re right — we’re kindred spirits. Thanks for letting us know that you think the same way. We certainly have to band together in order to survive the bad stuff out there.

    Toby, on whether this focus comes from marketing or blogging, I think it’s neither. You should hear Dan Gilbert talk about “losing on the small things” in the talk he gives during every employee orientation session. I think it’s a core personality trait – either you get it or you don’t. Some need to have it brought out, but if you don’t have it, please do not take a job where you interact with customers! ;-)

    christy

  5. Christy, so glad you came by! I have been following The Diff for awhile now, and I just love it! It is great to find others who are like-minded so we can all get together and help drive much-needed change in corporate thinking about customers. Every bit counts.

    Let’s see… what can we work on together? :-)

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