Aug 14, 2009
Lessons Learned
Posted by: Jim Shulkin
Posted by: Jim Shulkin
I recently read an excellent post on Peter Bregman's How We Work HBP blog that made a lot of sense to me on multiple dimensions.
- Create an opportunity to fulfill a commitment, even when one doesn't naturally exist, and then fulfill it, not just once but always.
- More often than not, the secret to customer loyalty lies in the little things that you can generate across the customers' experience of your product or service.
- A complete picture of the experience life cycle cannot be gained by looking at just numbers. It involves contribution from across your workforce - thus making it harder to implement and impossible to copy & replicate too - thus a sustainable competitive advantage.
- Not only did the GM consider it an honor to work for the Four Seasons, he considers it an honor to work with his employees. Really.
Lessons learned.
Post tags: Contact Center Technologies
1:37 PM
