One of my clients asked me to deliver a keynote to kick off their Customer Service Week celebration. Right before I took the stage, the company played audio testimonials from a few very happy and satisfied customers. The testimonials were very descriptive and quite emotional. Each of the testimonials was about an interaction a customer had with the company’s Customer Service Team. The entire company was in attendance so this was a golden opportunity for Customer Service to shine. People from all over the company got to hear first-hand the impact the customer service team had on customers, satisfaction and the brand perception. Audience members began to smile and nod during the testimonials. At times applause broke out. I got chills as I listened to the customers and watched the audience reaction.
What a great way to kick off Customer Service Week. What a great way to celebrate great customer service. One of my former employees used to always say, “You Get What You Celebrate.” I thought about her as I listened to my client’s testimonials. I knew that each of the employees who were responsible for those heartfelt testimonials had to be filled with pride and that they’d go on to deliver more of that awesome customer service. I also knew their co-workers would be even more motivated to go out and deliver an outstanding customer experience.
You want to improve your customer experience? Why not start by celebrating what is already great about your customer experience? Share testimonial emails and letters on a bulletin board. Forward email testimonials throughout the company. Recognize employees who stand out for delighting customers. Get creative. Think out of the box. Remember, you get what you celebrate.