Ken Blanchard on giving ‘legendary service’
For sales associates to care about customers they need more than product and sales training – they need emotional intelligence and decision-making skills.
Category: Customer Service
Moving Beyond Customer Service to Customer Experience
I recently wrote “Missed Moments in Customer Service” about a failed shopping experience at a luxury store. I analyzed each step of the interaction to see what the salesperson could have done to provide better service. Now, several weeks later, the details of that interaction have faded and what I’m left with is simply this—I had a disappointing experience. The encounter didn’t fit with my expectation of the brand. That’s when I realized luxury brands need to move beyond just providing luxury service, to creating a complete luxury experience.
What makes a luxury experience?
Luxury is the opposite of ordinary. Nothing about the luxury experience should be mundane. Everything about the interaction should be delightful and memorable. Here are some suggestions for turning luxury customer service into luxury customer experience:
Continue reading “Moving Beyond Customer Service to Customer Experience”
Missed Moments in Customer Service
I’ve spent several years in customer service and sales training in the luxury industry. So when I go shopping, I’m particularly aware of the service. Customers should expect good service; but when service fails in a luxury setting, it’s particularly troublesome. In this case, I went into a luxury retailer to purchase a pen refill. When I left the store, I not only had my refill, but also a list of “missed moments:”
luxsell.me 