NPS, CEM and Brand «

From the perspective of experience = brand however, it is worth taking a look at the 10 lessons these CEM pioneers taught us. Good food for thought.

1. Listening. Quality is defined by the customer (we now have more effective ways of listening, online)
2. Reliability. Little else matters to customers when a service firm is unreliable.
3. Basic Service. Fundamentals not fanciness; performance not empty promises.
4. Service Design. Service design must be a fluid process of continuous improvement – ‘If it ain’t been fixed it will break’
5. Recovery. Encourage complaints, respond quickly & personally, develop a problem resolution system.
6. Surprising Customers. Exceed customer expectations, especially with assurance, responsiveness & empathy.
7. Fair Play. Airline example – ‘An industry that charges one customer $300 and another $1,300…with the only difference the timing of the reservation…cannot and will not earn the confidence and loyalty of customers.’
8. Teamwork. Service team building cannot be left to chance.
9. Employee research. As important as customer research.
10. Servant Leadership. Serve the servers, inspiring & enabling them to achieve.

via strikeachord.wordpress.com

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