How to Create Moments of Truth -Customers
New creative Ideas to Wow Customers
If the moment of truth is to be managed building a sound service-minded culture is essential . In many organizations, this is not an agenda item for the CEO in management meetings though he might brag about treating people and customer with respect and dignity. I know of at least few CEOs who wanted their startup companies to become Microsoft and when I confronted them with the question "Why then there is no will to compensate like Microsoft? " After that embarrassing question, I was stonewalled.
When the employees see that the reward and compensation do not meet their perceived contribution, the moment of truth arrives. "Don't care damn" attitude develops and they show it while dealing with customers. Nothing gets done even with an appointment of VP or Director of customer success who is loaded with firefighting issues. I had seen the staff busy talking to each other while customers were shoplifting in a perfume store.
There are organizations who have maintained the statistics about the number of complaints received from customers and closed.This was part of the ISO requirement. The Quality control in charge is only interested in stating how quickly he can close the complaints.
Earlier I wrote about staying in 9 different hotels in a span of 14 days during my holiday trip to North India. I wrote a review in social media about the service quality and food quality in all of them; out of those 9 ,only one hotel called back to apologize. The director called me to ask about my poor review of the hotel. I was glad that someone cared for his customer. but that was short lived .He called only to request me to change my rating. Did not even bother to know why the hotel got a poor rating. That is the moment of truth.
How many job descriptions of Director Customer success have the mandate to create working models for ensuring customer success? How many Directors of customer success want to measure their performance by the number of moments of truth they personally created?
There was this restaurant which I used to visit and this time I had the wow experience.Being my wedding anniversary I had gone for dinner. and no one knew it.To my surprise, we were greeted with Wine bottle and arose.How did they know?When I asked the floor manager said they have their own way to find out
This is something to think about for organizations while appointing Directors of Customer success
When the employees see that the reward and compensation do not meet their perceived contribution, the moment of truth arrives. "Don't care damn" attitude develops and they show it while dealing with customers. Nothing gets done even with an appointment of VP or Director of customer success who is loaded with firefighting issues. I had seen the staff busy talking to each other while customers were shoplifting in a perfume store.
There are organizations who have maintained the statistics about the number of complaints received from customers and closed.This was part of the ISO requirement. The Quality control in charge is only interested in stating how quickly he can close the complaints.
Earlier I wrote about staying in 9 different hotels in a span of 14 days during my holiday trip to North India. I wrote a review in social media about the service quality and food quality in all of them; out of those 9 ,only one hotel called back to apologize. The director called me to ask about my poor review of the hotel. I was glad that someone cared for his customer. but that was short lived .He called only to request me to change my rating. Did not even bother to know why the hotel got a poor rating. That is the moment of truth.
How many job descriptions of Director Customer success have the mandate to create working models for ensuring customer success? How many Directors of customer success want to measure their performance by the number of moments of truth they personally created?
There was this restaurant which I used to visit and this time I had the wow experience.Being my wedding anniversary I had gone for dinner. and no one knew it.To my surprise, we were greeted with Wine bottle and arose.How did they know?When I asked the floor manager said they have their own way to find out
This is something to think about for organizations while appointing Directors of Customer success
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