The "secret" is actually quite simple, and I'll share it with you in just two words: happy ... [+] employees.
The first step to creating a customer-focused culture is to focus on employees. Years ago, Southwest Airlines CEO Herb Kelleher recognized that if you take care of the employees first, they will do a better job of taking care of customers. When customers are happy, they will want to fly again on Southwest—and that makes stakeholders and investors very happy. The employee experience that drives the customer experience doesn't always have to focus on the front line.
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'Ghost kitchens' spring up in SF, and delivery-app customers are none the wiser - SFChronicle.com
On a recent Wednesday night, a delivery driver carrying an empty DoorDash bag walked up to a long white trailer occupying four parking spots in the back of a Financial District lot.
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“Is this Burger Bytes?” he said, seemingly to no one. Within seconds, a hand emerged from the trailer door with a plain brown paper bag of food.
This is the future of food — or at least one fast, cheap and dystopian future, that has drawn hundreds of millions of dollars of investment from venture capitalists. Their vision: doing away with restaurants and replacing them with “ghost kitchens,” serving customers who order exclusively via app. The restaurant-less restaurants might befuddle drivers used to picking up from regular locations, but customers won’t know when they get a bag of food where it came from.
Grubhub, DoorDash rush to add restaurants. Customers and drivers pay the price - SFChronicle.com
AL’s Deli in the Mission offers delivery of its herby falafel sandwiches and smoked meat salads through the service Caviar, but something strange happened two weeks ago. Delivery drivers for a different service started arriving, demanding to know the status of their orders.
* * *
“We don’t have order numbers, no data to track them down. We don’t know anything except some driver showing up,” said owner Aaron London. “When you have random companies sending in people blind, it shackles us.”
Tips for creating an emotionally engaging customer experience - News - Dodge City Daily Globe -
It seems somewhat contradictory, but the more technologically savvy buyers become (and the less time they spend visiting stores or talking to services providers on the phone) the more they want a personal, emotionally gratifying experience with businesses.
Entrepreneurs must find ways to not only appeal to customers’ desire for quality products or services, but also to their hearts.
In an article by consumer intelligence experts Alan Zorfass and Daniel Leemon in a Harvard Business Review article, “Our research across hundreds of brands in dozens of categories shows that the most effective way to maximize customer value is to move beyond mere customer satisfaction and connect with customers at an emotional level.
In case you are keeping track:
9 Ways to Use Customer Case Studies in Your Marketing - Business 2 Community
With so many types of content to choose from, it can be difficult to determine the best options for engaging prospects and turning them into customers. However, one form of content that routinely leads the pack is the customer case study. In fact, according to Hawkeye , 71 percent of B2B buyers in the awareness stage and 77 percent in the evaluation stage cited testimonials and case studies as the most influential types of content.
LG&E, KU warn of scams targeting customers
LOUISVILLE, Ky. (WKYT) – Louisville Gas & Electric and Kentucky Utilities are warning customers of potential scammers posing as company representatives for the purposes of gathering customers' personal information.
A release states that scammers may contact customers through Facebook, claiming to be a utility employee. Some may ask customers to pay a bill over the phone or in person, others may offer to help customers pay their bill, while still others may threaten to disconnect electric or natural gas service.
AEP: Nearly 1,800 customers without power in Hilliard | WBNS-10TV Columbus, Ohio | Columbus News,
HILLIARD, Ohio — AEP reports nearly 1,800 customers are without power in Hilliard on Super Bowl Sunday.
6 Productivity Tips for Customer Support Agents - Business 2 Community
Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there, especially if you're aiming to shave minutes off your average service time, requires a smart and laser-like focus in helping customer support reps to be more productive.
Read on for six tips to increase your customer support team's productivity while protecting them and growing their capabilities.
We want to look at some of the significant elements to make sure you cover, focusing on how etiquette can improve your rep's ability to understand client needs, solve issues, and move support along more quickly.
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Happy February! 'Tis the season of love, so moi asked all of my secret admirers to send me one red rose... And boy,… https://t.co/iCpVbbTQWC MissPiggy (from Hollywood, CA) Sat Feb 01 17:00:01 +0000 2020
"𝙉𝙤𝙣𝙚 𝙤𝙛 𝙩𝙝𝙞𝙨 𝙢𝙖𝙠𝙚𝙨 𝙨𝙚𝙣𝙨𝙚 𝙩𝙤 𝙢𝙚." 🖤 ( #Yozora - @KINGDOMHEARTS 3) Happy KH 3 Anniversary, my dearly beloved family… https://t.co/ReGOoaDBVP Leon_Chiro (from Roma) Fri Jan 31 10:35:06 +0000 2020
Kim Chiu and Xian Lim say 'freedom' is the secret to their happy relationship @latest_chika https://t.co/Fy4lx4MZDS PhilippineStar (from Philippines) Thu Jan 30 21:00:00 +0000 2020
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