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Many corporate leaders and employees have the right intentions, but it can be overwhelming when you consider how everything is affected from leadership styles, to organizational structure, to employee engagement, to customer service an marketplace.
The most important thing you can do is make the distinction between customer service and guest hospitality. You need both things to thrive, but they are completely different.
I was working in customer service and had a verbally abusive boss. One day, I decided to quit and pursue my acting passion with everything I had. One week after quitting, I booked 'One Life to Live.'
When a positive exchange between a brand and customers becomes quantifiable metrics, it encourages brand to provide better service, customer service to do a better job, and consumers to actively show their gratitude.
Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.
Unlike Etsy, which is all handmade, we print and ship the products, not the designers. We relieve the designer from having to make and ship everything, package it, and provide customer service. All the designer has to do is submit art and keep doing what they love doing.
We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes - but I was passionate about customer service.
As retail goes through a fundamental shift into the digital world, I believe Ocado's model and the high standards of customer service it provides will see it emerge as a powerful online player.
Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.
That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.
