Shift Happens 2010 Shocking Customer Service Stats
via youtube.com
Over look the fact that they are promoting their training courses and there are some great facts that should make all companies stand up and evaluate themselves.
it's all about the conversations...
I'm the Asia Pacific Business Manager and Social Media Guy for Zendesk.com
A Mentor at FlitterMedia.co.nz
"It's all about the conversations"
Skype: justinflitter
Filed under
justin flitter
Matakana Holiday
Merry Christmas, I hope it was glorious! Happy New Years, I hope you've had a great break.
This year Jen and I took a short trip 1 hour north of Auckland to Matakana and then on to Campbells Beach where we stayed at "The Original Kiwi Bach". BatchCare manage the property along with several other properties in the area and provide a great service.
The bach has no internet or cell phone coverage so it was a great time to read @Garvee's Book "Crush IT" and @missrogue's book "The Whuffie Factor", both have created many many video posts that we may or may not release in the next few months. In any case watch this space.
We have to send big digs out to the Heron's Flight Vineyard Crew for two wonderful lunches and very tasty Rose.
So here are the photos from our trip
Comments [0]
@Giapo Ice Cream Challenge
Today the final New Zealand Tweet-up for 2009 was held at Giapo on Queen St
During the meetup @BrianHolland and @HamishCR decided to see how many tastes of Ice Cream Hamish could eat in 60 Seconds.
At that very special moment some Giapo Fans created what could become a very fun, very viral campaign. I believe fan generated content is is 1000% more powerful than any other promotion you run, its unbiased, peer supported and impartial. It shows people having fun with your brand and enjoying the experience. In fact it shows people who feel so attached to your brand they feel confident enough to engage at the highest level. This is not like word of mouth, oh no this is a rich media personal endorsement that will probably reach 1000's of people over the next few years, its timeless promotion.
The gauntlet is set, the challenge has been laid down.. "How many flavors of Ice Cream can you taste in 60 seconds?"
Check out the four contestants right here:
Comments [3]
Herne Bay Local Eatery and Bar
Last week we went to a new Bar in Herne Bay and we were very impressed.Â
The Herne Bar Local Bar and Eatery has a real local community feel about it. Yet it delivers amazing food and great service. As a result its well worth a mention on my blog.Â
Rest assured we'll be checking in their more often - you'll know when from the @Foursquare updates ;)
Comments [0]
Are 'Grey Hairs' the new Customer Service Champions?
Telecom isn't shy of pointing out they don't hire school leavers for customer service jobs. Air New Zealand is the same, in flight service personal are likely to be older, mature people rather than an 18 or 19 year old who's so excited about being a flight attendant they actually forget about the details of the job.Â
Supermarkets hire school leavers and we all know the level of service we get going through the checkout. But recently I have been noticing the change there too. However Supermarkets are likely to be human free within a few years as self checkouts become common place.Â
It's pretty simple to see the logic behind this change. Older people have had many different jobs, have more life experience and can understand and sympathise with people naturally. It was quite noticeable on my trip to the USA that younger people had a different tone of voice, seemed rushed and less caring, less genuine than their maturer counterparts. It just did not feel like a natural behaviour for younger people to be able to display and show the right emotions required for effective Customer Service.
Older people are level headed, and generally carry more respect from customers making their task of delivering top service a lot easier. Young people usually have ants in their pants, want action, fame and glory, Customer Service is unlikely to achieve anyone of those goals.
Maturity counts for a lot in the service world. So I am predicting that with the emphasis on young people to train and study more; that older people will begin to see Customer Service and Support as a worthy career move. Heaven knows we need it to happen.
Customer Support work can often be performed remotely, (of course not for AirNZ or retail outlets) which is likely to suit older people usually unwilling to travel or who have moved to lifestyle properties. Airlines are now hiring huge workforces working at home to take calls for bookings and support. Certainly in my experience Mums at Home are a fantastic way to hire committed, experienced people who want to keep in the loop, keep working and making extra money while looking after their kids.
I'll tell you this to wrap up, I'd rather speak to someone experienced, knowledgeable and level headed about anything than a eager pipsqueak who's just stoked to be earning $500 a week.Â
So from what has traditionally been a low paid industry hiring young and unskilled people, I think the tide is turning. While salaries might take longer to improve certainly the change at the top is very apparent , its far more likely that the person helping you on the phone is older than you and knows just what you're going through.
Comments [0]
Customer Service tips from my trip to San Fran
While in San Francisco I experienced some unique customer service. There is a genuine passion for customer service in retail and hospitality in the USA and I was impressed.Â
Not once did I feel waiters, or staff were going through the motions of their job. They way people speak is very genuine, personable and open making you feel warm, welcome and comfortable.Â
Here's my findings and a few thoughts you might be able to take away to your business.
Comments [1]
Customer photos create powerful social engagement
Today we went to the Science Museum in San Francisco. As we walked in we had our photo taken.
We were given a card with details of how we can get a copy. At the mall I was in an up Market Mens store and tried on a rather expensive jacket. While admiring myself in the mirror the Sales clerk offered to take my photo with the jacket on. They then grab your email and send you a copy or post it on facebook. Stupid me was too embarrased so I excused myself but after thinking about the social media implications I might go back and do it. I think this is very clever social media integration. It's a great customer experience and it gives you a visual memory of that event you can share. This action helps the customers experience last long after they have left the shop.The customer has more chances to think about your brand, to think about the product and perhaps will come back to purchase. Seeing is beleiving. Imagine being able to photo your customers and before they have left the store post it on your Facebook page, tagging them in the picture. Isn't that a powerful opportunity? @justinflitter on the iPhone
Comments [2]
Comments [0]