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Actual for You - One of the Secrets of a Great Customer Experience
Nursing conferences are intended to address the interests and concerns of nurses across specialty areas and levels of practice and provide attendees with an opportunity to learn more about challenging and practical issues in ethics. Like most other conferences, there will be concurrent sessions addressing research, education and practice issues in nursing ethics. Nursing conferences are hosted by many hospitals across the world to discuss new technology, methods and latest developments in various fields of medicine a
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out
Many people who go to work in offices expect to work in a very clean environment. Everyone expects an orderly, sanitary work place. However, they never think about how it gets that way.Products UsedThe supplies janitors usually use include products such as soaps, buckets, rags, window cleaners and floor cleaners. These products are used to make sure that the working environment for those working in the office is comfortable and sanitary. A clean work place will allow for a productive workday. Havin
So let’s give you an insight to what some of these companies did. Pr?t-a-Manger told us about the absolute struggle they go through to make sure that all the ingredients in their sandwiches are additive free so as to enhance the taste of the sandwiches. This involves a great deal of searching to determine the best supplier, as well as extensive tasting. The time and money they spend on this activity is phenomenal and costs a great deal. But this is part of their attention to detail.
Liam Lambert, Director of the Mandarin Oriental Hyde Park Hotel told us of his “attention to detail”. He wanted his doorman to stand out as “beacon’s” to help promote the hotel - as it is on the less busy side of the street. He saw other hotel doormen who were all dressed in “grey” overcoats. This colour made them blend into their hotel buildings and act as great camouflage! Liam decided to dress his doorman in red! Truly a beacon! It worked! More people noticed than ever before.
Liam told us about how he treats his new arrivals. Our group were privileged to attend and witness his “Morning Prayers”. This is where all the managers from all the departments in the hotel get together EVERY MORNING and talk through EACH AND EVERY new guest that is arriving at the hotel that day. They look at who they are. They look at where they are coming from and therefore how likely they are to be tired for instance. They even get on their guests web site and try and find out more about the person coming to stay so that they can serve them better! Finally, if available on the web site, they will print a picture of the individual who is staying with them and place it on the “Guests Wall” so the staff can recognise the person by name! So do you go into that amount of detail with your customers?
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out
Resume writing may seem like the most daunting task ever. It is one of the most important things you must do if you hope to get the sought after interview with the decision maker. I can still recall a time in my early twenties that a job I had taken was not working out. It was a sales job at a company a friend was a partner in. After resigning my very stable job with a fortune 100 company and moving across the country, I found out it really wasn't everything I had hoped it would be. I should have asked more question
So let’s give you an insight to what some of these companies did. Pr?t-a-Manger told us about the absolute struggle they go through to make sure that all the ingredients in their sandwiches are additive free so as to enhance the taste of the sandwiches. This involves a great deal of searching to determine the best supplier, as well as extensive tasting. The time and money they spend on this activity is phenomenal and costs a great deal. But this is part of their attention to detail.
Liam Lambert, Director of the Mandarin Oriental Hyde Park Hotel told us of his “attention to detail”. He wanted his doorman to stand out as “beacon’s” to help promote the hotel - as it is on the less busy side of the street. He saw other hotel doormen who were all dressed in “grey” overcoats. This colour made them blend into their hotel buildings and act as great camouflage! Liam decided to dress his doorman in red! Truly a beacon! It worked! More people noticed than ever before.
Liam told us about how he treats his new arrivals. Our group were privileged to attend and witness his “Morning Prayers”. This is where all the managers from all the departments in the hotel get together EVERY MORNING and talk through EACH AND EVERY new guest that is arriving at the hotel that day. They look at who they are. They look at where they are coming from and therefore how likely they are to be tired for instance. They even get on their guests web site and try and find out more about the person coming to stay so that they can serve them better! Finally, if available on the web site, they will print a picture of the individual who is staying with them and place it on the “Guests Wall” so the staff can recognise the person by name! So do you go into that amount of detail with your customers?
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out
Any entrepreneur knows that being an business owner is more about sales than anything else, whether it is hot tar roofing, algae scraping or pooper scooping. It doesn’t matter what you do, you must be a sales person to make a business work. One method that has continually proven successful for many businesses, including mine, is regular networking.Now I know what you all are thinking, “if I have to eat one more rubber chicken dinner with a bunch of people that I will never hear from again, I am going to poke m
Liam told us about how he treats his new arrivals. Our group were privileged to attend and witness his “Morning Prayers”. This is where all the managers from all the departments in the hotel get together EVERY MORNING and talk through EACH AND EVERY new guest that is arriving at the hotel that day. They look at who they are. They look at where they are coming from and therefore how likely they are to be tired for instance. They even get on their guests web site and try and find out more about the person coming to stay so that they can serve them better! Finally, if available on the web site, they will print a picture of the individual who is staying with them and place it on the “Guests Wall” so the staff can recognise the person by name! So do you go into that amount of detail with your customers?
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out
Building a wholesale business requires a deep understanding of underlying essence of the business.Wholesale is different than retail in the sense that the end customer is not the beneficiary of the wholesaler. The actual beneficiary is the reseller who gages his satisfaction by the profit he earns with the wholesale merchandise.The more he makes, the more he will buy from his wholesale supplier.By understanding this idea the wholesaler can build a successful business.The following steps w
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out
My mother used to affectionately refer to me as a turtle because at swim lessons, while the other kids eagerly jumped right into the pool ready to start, I stood near the edge, waiting. I wasn't afraid of the water. Rather, I was taking time to prepare for the event. Then, when I was good and ready, I jumped right in and swam.Thus began my relationship with the fable "The Tortoise and the Hare" found in the much beloved bedside collection The Fables of Aesop. "The Tortoise and the Hare" is perfect for illu
When a guest is staying with them they “learn their behaviour”. They take note of the drinks they order, whether they like ice or not, whether they have a cappuccino or a Latte after a meal. This information is then recorded on what is effectively a CRM system and used to enhance the Customer Experience on the next occasion. This is attention to detail!
On our visit to Virgin Atlantic they told us about the amount of time they have spent working out when the optimum time is to deliver hot towels in Upper Class! Before or after take off! They also have worked out the optimum layout of a service trolley and they have great new lie down beds in Upper class. As someone who spends a lot of time travelling around the world giving conference speeches, I can’t wait to try them!
Dell Computers have set up a number of “Listening Posts” to ensure they capture customer information and convert this into something that is usable by the customer.
So attention to detail in Building Great Customer Experiences is key. The converse is also true. Lack of focus on the Customer Experience will detract from the Customer Experience. The other night I visited my local cinema. The “baby booster chairs” were left in the aisle so that when we entered the cinema, late, we nearly broke our necks falling over them! ……the massive queue to buy a ticket - only two tills were open but there were 3 people standing at the back chatting whilst 50 customers fumed. We have all had similar experiences. It takes thought, it takes time and it takes commitment to build a great Customer Experience. We commend you to pay attention to the detail
Colin Shaw Founding Partner, Beyond Philosophy © Beyond Philosophy 2004
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