Last year we launched our first annual Brand Ambassador Awards. We have found over the past 10 plus years of working in customer and employee engagement that every company has individuals in it who continually go above and beyond for clients. Using customer feedback we uncover their stories.
Archive for the ‘Uncategorized’ Category
Brand Ambassadors: How People Bring Your Brand to Life
Thursday, January 19th, 2012Average vs. Great: Why the Quality of Customer Service Matters
Monday, May 16th, 2011
Lately, we’ve been focusing on the secret weapons at every company’s disposal: Brand Ambassadors (Extraordinary employees who provide stellar service) and Passionate Promoters (Customers who enthusiastically recommend your service to others). Our Customer Engagement solution helps companies identify the extraordinary talent within their ranks, so as to encourage that kind of performance among all employees and earn more customer recommendations. Yet, from both an employee’s and a manager’s perspective, it can be difficult not to see customer service as little more than a job that just has to get done. Why should it matter when your employees stretch to above-average heights of service? As long as the customer gets what he or she expects, isn’t that enough?
Silent but Deadly: How to learn from Quietly Disgruntled Customers
Thursday, March 31st, 2011
There’s a certain type of customer lurking in every company’s sales records. This customer is influential on your future business. She’s mindful enough to pay attention to her purchasing experience, and articulate enough to pass on any dissatisfaction to her friends and family. However, she doesn’t provide feedback to you when she experiences a problem; she just walks away.
The Driving Factor of Engagement among Restaurant Clientele
Wednesday, February 16th, 2011
Restaurants have a few advantages when it comes to customer service. Unlike in many industries, restaurant employees have the chance to interact personally with customers. This means restaurants have more opportunities to deliver a positive emotional experience to each guest. On the other hand, because it’s such a guest-focused industry, the bar for outstanding customer service is set a little higher in the restaurant arena. Therefore, restaurant managers and owners have more motivation to identify and replicate employee effort that engages and delights customers. In this article, we’ll examine the general customer service landscape in the restaurant sector. Next, we’ll take a look at the characteristics all businesses must exhibit in order to win high Customer Engagement, as our 2010 Most Engaged Customers (MEC) report revealed. Finally, we’ll zoom in on the “hot button” issues for customer engagement in the restaurant space.
Five Key Traits of Resilient Individuals
Wednesday, June 24th, 2009
As we’ve discussed in previous posts, resilience allows companies to survive and even thrive in challenging business climates. This is because resilient organizations adapt quickly to new challenges while staying loyal to their core values. Of course, resilient organizations are made up of resilient individuals. In this post, we’ll define resiliency at the individual level and review how organizations can encourage resiliency in their workers.