An old colleague of mine put me on to TED a few years back, he showed me the legendary talk by Ken Robinson about Education. It’s fair to say I was impressed.
The fact that this fantastic content is all available for free on their, superb, website is amazing as many inferior organisations would charge a small fortune as a consultancy for poorer content. If you want inspiration on almost any topic, TED.com is worth a visit.
Amongst its amazingly thought provoking presentations are several about the various facets of marketing. Interestingly, I also noticed several of the subject themes I have learnt from TED within my last post about customer service so its only fair to reference a few of them.
Here’s my 3 favourites that are well worth watching.
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What many people really misunderstand about customer service is that there’s actually 2 different types
Functional and friendly.
People seem to only ever focus on the friendly element.
But that’s the easy bit, its quite straight forward to train staff effectively, to make sure they say ‘Hello how are you?‘ or ‘Have a great day!’
You won’t necessary be able to make all of them care as much as you want to but you will do a really good job of covering up failures in other areas of the business.
This post talks about the other kind of customer service – Functional.
Functional customer service is the difference in your actual product/service and is fundamentally important if you use this to add value to your offering and differentiate it from rival companies. It could literally come down to doing what you say you will do, whether that be called out as a product feature or simply what your brand stands for.
Forcing your self to look at your service in this way can also be uncomfortable process but is essential to ensure there isn’t a disconnect between what your brand and the service experience.
Here’s 3 customer service ideas worth considering.
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