Hear that steely twang bouncing around?
No, you didn’t stumble into a bluegrass convention, or a Steve Martin concert (yes that same Steve Martin is also an accomplished musician), or onto the set of Deliverance. Rest assured, this Banjo you hear is an entirely different instrument.
Meet Banjo, the social media company primed to revolutionize how organizations view and interact with social media—including how they’ll serve their customers in the future.
While reading this in-depth profile of social media company Banjo and it’s founder Damien Patton, my curiosity flung me to pondering the future of customer service. The article, from the April issue of Inc. magazine, introduces Banjo’s “event-detection engine” which, as the author writes, “imposes order on the vast chaotic cloud of social media and unlocks its power in ways we haven’t yet seen.”
In the name of science, dedicated solely to your education and edification, I willingly sent myself back in time. Flung through history’s aching jaw, deep into the dark belly of an aging dinosaur, I painfully ventured off into a shopping mall.
Oddly, the local mall—a relic of retail eras bygone—is the only place I can witness, first hand, the future of customer service.
Or, at least the future of customer service in the eyes of the world’s most valuable brand. The brand who began selling their interpretation on the future of hyper-personal computing (the Apple Watch) today.
If you plan to thrive in the era of the customer, now is the time to improve your customer service. Regardless of how your customers view you today, to position your brand for the future you first need to examine your company culture and ensure customers are properly considered, i.e. squarely in the center.
Instead of waxing philosophical about the value of a customer-centered culture and its power to revolutionize your customer service, let’s look to and learn from real-world examples.
Let me introduce you to 10 of the best customer service organizations in the world.
These beloved brands, who have each built their company around a strong customer-centric culture, will be our guide. As a direct result of their similar cultures, these companies share a relentless dedication to delivering exceptional customer service with each-and-every interaction.
Dear Newark Airport Express,
Not that you care, which you made glaringly obvious during our interactions, but your customer service sucks. Actually, sucks is far too generous. Let me see if I can dig up an adjective to accurately describe your “customer service.” Insipid, deprived, anemic… those aren’t quite painting the picture either.
Let’s try this on, Newark Airport Express (operated by Coach USA), whatever the opposite of customer service is – customer disservice? – you dominate that game and will be in contention for the top spot at this year’s most miserable event, the World Cup of Dissatisfaction. Pay attention, Time Warner Cable and Comcast. While your impending supernova of awful customer service might swallow us all, you’re gonna have to fight to take down these buses if you want the trophy.
To those with customers, I beg you to take note. While I don’t have the secret recipe to amazing customer service, I can point you in the right direction (the exact opposite route Coach USA takes) of the most important ingredient. It’s the same ingredient on which many of our most beloved brands base their signature sauce.
Boiled down to the basics, customer service is all about delivering happiness to your customers. So if you only take one thing away today, remember that screaming at paying customers, refusing to offer solutions, threatening missed flights, and making a whole bus full of customers uncomfortable at 5:30 a.m. (all before ever leaving the stop) isn’t recommended. Read more