Red FM’s Post

Thanks to the 100 leaders from the Retail, FMCG and Travel sectors who joined us this week at our Excellence in Customer Experience event. We spent the time discussing loyalty, data and analytics and personalisation. A few key takeaways for me: - The cost of living crisis means many people are shopping around for the best deal: significantly more people are shopping with at least five grocers than in 2019. - If we've just lived through the decade of digital, we're now facing into the decade of customer engagement. How do we use the digital capabilities we've built to deliver for consumers? - Don't create experiences for your typical consumer - and don't just define people by their demographics. - Luxury is being redefined. More than ever it's about freeing up time, and creating emotions and memories.   And particular thanks to Jo Malone of Jo Loves who shared her compass: inspiration, innovation, instinct, ignition and integrity ("don't stand on blurred lines").

This week, we celebrate and commemorate customer service week. This sounds really important but, what does it mean to you? Does it really matter? Should companies, governments, NGOs and any other sectors really be bothered? What are the key issues that companies, gvt and others focus on during this week? Should we maybe be reflecting deeper, ourselves hard questions about how bad/good our service delivery/ quality measures? Or is it time to reflect? Should we be asking our customers/stakeholders how best we can deliver excellence, seamless experience and convenience to/for them? How about technology? Does it make a difference in this equation? Hapeno! Should we just gather, take nice pictures and wish everyone a happy customer service week, then just go back to work/home? Does this week really mean anything to any of us? Any reflections or changes before, during and after we celebrate? Just reflecting!

Want to know if your customers are really loving what you're doing? Let's get personal with NPS (Net Promoter Score)! Take a peek at our article for a not-so-ordinary guide on how AppEQ can spice up your NPS game. (Check the comments) ⬇⬇⬇

𝗗𝗼𝗻'𝘁 𝗸𝗲𝗲𝗽 𝗺𝗲 𝗵𝗮𝗻𝗴𝗶𝗻𝗴 𝗼𝗻 𝘁𝗵𝗲 𝘁𝗲𝗹𝗲𝗽𝗵𝗼𝗻𝗲 😂 Have you got a certain song in your head now? 🤔 Follow the 𝗔𝗥𝗧 of placing customers on hold! 𝗔𝘀𝗸 - 𝗡𝗼𝘁 𝗧𝗲𝗹𝗹! 𝗗𝗼𝗻'𝘁 𝘀𝗮𝘆 "𝘐'𝘭𝘭 𝘫𝘶𝘴𝘵 𝘱𝘰𝘱 𝘺𝘰𝘶 𝘰𝘯 𝘩𝘰𝘭𝘥 𝘢 𝘮𝘰𝘮𝘦𝘯𝘵" 𝗗𝗼 𝘀𝗮𝘆 "𝘐𝘴 𝘪𝘵 𝘰𝘬 𝘪𝘧 𝘐 𝘱𝘭𝘢𝘤𝘦 𝘺𝘰𝘶 𝘰𝘯 𝘩𝘰𝘭𝘥?" 𝗥eason - Give the reason ie "𝘚𝘰 𝘵𝘩𝘢𝘵 𝘐 𝘤𝘢𝘯 𝘤𝘩𝘦𝘤𝘬 𝘵𝘩𝘦 𝘱𝘳𝘰𝘤𝘦𝘴𝘴 𝘧𝘰𝘳 𝘵𝘩𝘪𝘴, 𝘸𝘪𝘵𝘩 𝘮𝘺 𝘮𝘢𝘯𝘢𝘨𝘦𝘳" 𝗧imescale - Manage the customer's expectation by giving an approx timescale ie "𝘐𝘵 𝘴𝘩𝘰𝘶𝘭𝘥𝘯'𝘵 𝘵𝘢𝘬𝘦 𝘮𝘰𝘳𝘦 𝘵𝘩𝘢𝘯 𝘢 𝘤𝘰𝘶𝘱𝘭𝘦 𝘰𝘧 𝘮𝘪𝘯𝘶𝘵𝘦𝘴 𝘵𝘰 𝘥𝘰 𝘵𝘩𝘪𝘴" Await the customer's confirmation that they're ok with being placed on hold before you do it! And ensure you don't keep them waiting any longer than the agreed time! A big bugbear with customers 😠 If it seems like it's going to take longer, then always go back to the customer - 𝗧𝗵𝗮𝗻𝗸 𝘁𝗵𝗲𝗺 𝗳𝗼𝗿 𝘄𝗮𝗶𝘁𝗶𝗻𝗴 - 𝗘𝘅𝗽𝗹𝗮𝗶𝗻 𝘄𝗵𝘆 𝗶𝘁𝘀 𝗴𝗼𝗶𝗻𝗴 𝘁𝗼 𝘁𝗮𝗸𝗲 𝗹𝗼𝗻𝗴𝗲𝗿 - 𝗔𝗻𝗱 𝗮𝘀𝗸 𝗶𝗳 𝘁𝗵𝗲𝘆 𝘄𝗮𝗻𝘁 𝘁𝗼 𝗰𝗼𝗻𝘁𝗶𝗻𝘂𝗲 𝗵𝗼𝗹𝗱𝗶𝗻𝗴 𝗼𝗿 𝗽𝗿𝗲𝗳𝗲𝗿 𝗮 𝗰𝗮𝗹𝗹 𝗯𝗮𝗰𝗸.  Customer's generally don't mind being placed on hold, it's how it's often done that frustrates them! As I always say "𝘐𝘵'𝘴 𝘴𝘮𝘢𝘭𝘭 𝘵𝘩𝘪𝘯𝘨𝘴 𝘵𝘩𝘢𝘵 𝘩𝘢𝘷𝘦 𝘢 𝘣𝘪𝘨 𝘪𝘮𝘱𝘢𝘤𝘵" on customers Follow the 𝗔𝗥𝗧 steps and keep your customers happy My husband and I were very happy customers yesterday, as we spent the afternoon at the Gloucester Quays Food Festival. I need to get rid of those extra calories now! A great day out and a very well organised event 😀 A huge well done to everyone involved in organising this. 𝗣𝗦 𝗜𝗳 𝘆𝗼𝘂 𝘄𝗮𝗻𝘁 𝘁𝗼 𝗲𝗻𝘀𝘂𝗿𝗲 𝘆𝗼𝘂𝗿 𝗰𝗮𝗹𝗹 𝗵𝗮𝗻𝗱𝗹𝗶𝗻𝗴 𝘁𝗲𝗮𝗺𝘀 𝗮𝗹𝘄𝗮𝘆𝘀 𝗮𝗽𝗽𝗹𝘆 𝘁𝗵𝗲 𝗔𝗥𝗧 𝗼𝗳 𝗽𝗹𝗮𝗰𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗼𝗻 𝗵𝗼𝗹𝗱, 𝗮𝘀 𝘄𝗲𝗹𝗹 𝗮𝘀 𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗹𝗼𝘁𝘀 𝗼𝗳 𝗼𝘁𝗵𝗲𝗿 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗽𝗵𝗼𝗻𝗲 𝗵𝗮𝗻𝗱𝗹𝗶𝗻𝗴 𝘀𝗸𝗶𝗹𝗹𝘀 𝗮𝗻𝗱 𝘁𝗲𝗰𝗵𝗻𝗶𝗾𝘂𝗲𝘀, 𝗰𝗵𝗲𝗰𝗸 𝗼𝘂𝘁 𝗺𝘆 𝟵𝟬 𝗺𝗶𝗻𝘂𝘁𝗲 𝗰𝗮𝗹𝗹 𝘀𝗸𝗶𝗹𝗹𝘀 𝘄𝗲𝗯𝗶𝗻𝗮𝗿 𝗯𝗲𝗶𝗻𝗴 𝗵𝗲𝗹𝗱 𝘁𝗵𝗶𝘀 𝗧𝗵𝘂𝗿𝘀𝗱𝗮𝘆 𝗮𝘁 𝟯𝗽𝗺. Just £100 per company ticket and share the link with everyone who wishes to attend. You'll also receive the recording Check out the link in the comments What's the longest duration you've been kept on hold? ---------- Quick-Step To Happier Customers With The Customer Service Dancing Queen 💃 #csdancingueen  #callhandlingskills #webinars

Did you get fries with that? 🍟 We are thrilled to announce our next Better Why Finalist for the Customer-Relationship Award. Congratulations to Matt Cahill, and his team at McDonald's, who demonstrated true customer centricity as they aimed to connect authentically with Gen Z (18-24-year-olds) to enhance cultural relevance in their marketing and product development efforts. Seeking inspiration from MTV’s “The Real World,” McDonald’s created, "Up Close: Gen Z," an 18-episode web series featuring six different Gen Zers from across the country. The show involved artists, advocates, and entrepreneurs, who shared their unfiltered views on a widespan of topics like Identity, Family and “The New American Dream.” They uncovered their raw, honest, deep human truths to help McDonald’s really get to know a crucial target customer. The goal was not only to inform and educate, but also entertain and engage McDonald's employees to better understand their customers. As one Better Why judge put it, “wow, really well done. What a creative and powerful way to help the team understand this customer group more. The impact was on the employee exposure and their understanding of their customer.” We will be revealing the winner of the Customer Relationship Award category tomorrow, so tune in! All November long, we will continue to share finalists and winners across the four award categories. Check out more details and register for our Better Why LIVE event on 12/7, where we’ll announce the Better Why Champion. https://lnkd.in/eqkUKBB3 #insightsawards #betterwhy #customers

It’s Customer Service week💃🏿💃🏿💃🏿. I thought I was going to miss this, but it’s never too late😁. Am sure some people don’t even understand what Customer Service Week is because it’s either that the company they worked with does not celebrate this or they have never been a customer to a company or business that celebrates it. So, Customer Service Week is an annual event typically celebrated during the first full week of October. It is a time when organizations and businesses focus on recognizing and appreciating the contributions of their customer service representatives and staff. This week often includes various activities and events aimed at boosting morale, promoting teamwork, and emphasizing the importance of providing excellent customer service. It's an opportunity to acknowledge the hard work and dedication of individuals who serve and support customers. I remember working in a company that gives their customers and staff sweets during this celebration 😂😂😂😂. My advise would be, give your staff a good treat this week and give your customers a reasonable gifts this period and thank me later for this tips😁. Don’t forget we can help you with anything regarding making your customers happy, so reach out to us.👩💻 #customerserviceweek #customerexperience

“Modbar increases the availability for our team to talk to the guests and gives us a lot more surface area to work on.” _ Nigel Moore - F&B industry leader 📚 More than coffee, it's a conversation starter. Learn how Modbar changes the game for customer interactions. Discover in the FCSI whitepaper: https://lnkd.in/dF5V9AYC

A heartfelt thank you to our dedicated Austrian team for your hard work and dedication, which has contributed to our outstanding Year-to-Date growth. With this momentum behind us, I'm confident that we're poised for continued success in the months ahead. Here's a glimpse of what we've been up to: 🚀 Reviewing Our 5-Year Growth Strategy: We took a deep dive into our long-term growth plan, ensuring that we're aligned and focused on achieving our ambitious goals. 🏢 Planning for a New Office: As part of our expansion efforts, we're gearing up to open a new office. This strategic move will support our growing team and enhance our presence in the region. 👥 Preparing for New Hires: To fuel our continued growth, we're getting ready to welcome onboard a wave of talented new colleagues to our Austrian office. These additions will bolster our capabilities and drive us toward even greater success. 💡 Exploring AI for Efficiency and Customer Service: Leveraging cutting-edge technology, we're exploring ways to enhance our operations and elevate our customer service using AI. This initiative underscores our commitment to innovation and excellence. #autorola #remarketing #automotive #usedcars #realtimedata #livedata #carauction #fleetsolution #GrowthStrategy #Innovation #TeamWork #AI Rene Buzek Autorola GmbH | Austria🚀🔍