This website from a hospital was pointed out to us by a client this week. It gives patients as much information as possible to guide their decision about whether, where and when to go to emergency health services in Lincolnshire.
We like this.
What can you do to help your customers make the most informed choices about your products and services?
Tags: communication, innovation, service
I was getting a car tyre valve looked at.
I noticed a load of review cards in date order on the wall – listing satisfaction out of 5 (and why) for a random set of customers.
The surprise?
They had put up the low scores too – the ones at 2/5 complaining of glitches and the ones at 4/5 complaining of cost. Interestingly, none were complaining of the technical quality of the engineering.
The lesson?
In an era of web based reviewing and polling, maybe it is worth getting there first and being open – it impressed me.
Tags: communication, quality, service
Having walked past a phone pole with some coiled up cable at head height for a few months, I decided to try to sort it out.
I posted a comment on the BT Openreach website to report it.
Within 24 hours it was acknowledged, sorted and notified (by a call from the engineer).
Impressive!
This contrasts with 3 months of repeatedly ringing the local council to get a street light bulb replaced.
Deciding that something or someone has given you “great service” is a function of what you need and your expectation of what will be delivered.
Take this recent example in a hotel – would it equate to great service for you?
1) a lovely view from bedroom desk
2) shabby hall carpets and decoration
3) a quiet room
4) no way to get a drink or piece of fruit at 3am
5) a proper, comfortable, office chair at the writing desk
The trouble is, expectations can vary and needs can be unique.
So, how can you be sure that you’re delivering great service to your customers?
The designer clothes marketplace is interesting. Over the last decade we have seen the growth of cheaper ways to access designer brands (beyond the Asian counterfeit goods so prevalent in the ’80s):
Has this mass marketing damaged the boutiques on Bond Street? No, not at all. It has increased the allure of the pinnacle. It has popularised the offer and communicated the potential. There is a clearer pecking order – and the value of the top rung remains.
It is not a zero sum game.
In your business, where may service innovation at the cheaper or more accessible end harness your value?
Tags: brand, fashion, innovation, service
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