I start a new job tomorrow leading an organization whose mission is to "delight customers". As the Vice President of Customer Care for all Quickbooks line of products, it provides me a great opportunity to orchestrate and improve customer experiences across every customer interaction. In preparing for the job, I've been reading up some books and case studies about delivering successful customer outcomes. I've also been keenly observing how different businesses I interact with deliver service.
Today, I was shopping at Costco - my kids love Costco for their samples. Costco stands for their awesome quality of products at the right prices and they strive to continueously improve the service. The only problem is their long lines. However, they've continuosly strived to make it better - today, I noticed yet another improvement in redeeming coupons (my wife tells me it's been that way for some time now). My wife only clipped one coupon and instantly all the other items which had a coupon were discounted - a small yet significant way to process customers efficiently.
As we left the counter, I noticed the following employee recognition bulletin board and how they recognized and rewarded their sales people for their superior service.
It's not only speed that matters but when you do the job right and make it fast - it shows that you have a chance at delighting your customers.
I'll look to validate this and many other ideas first hand in my new role and strive to "delight our customers" - wish me luck!
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