One of the secrets of a great customer experience

One of the secrets of a great customer experience A few weeks ago, we have our annual? Customer Experience Study Tour? London, England. This is where delegates to a number of leading Customer Experience companies for a look behind the scenes to watch is the task of building a big score. Companies are Pr? Ta-manger, Virgin Atlantic, Mandarin Oriental Hyde Park, Dell Computers, T-Mobile, Lexus cars, AOL and Microsoft. As we drove around the company of luxury bus, I thought that the common characteristics of companies that have a great customer satisfaction. Undoubtedly one of the following characteristics? The attention to detail?. So what? S will give you a look at what some of these companies. Pr? Ta-Manger told us something about the absolute fight to make sure that all the ingredients in their sandwiches are additive free, so that the taste of sandwiches. This includes a variety of research, to the best suppliers and extensive tasting. The time and money to spend on this activity is phenomenal and is very expensive. But this is a part of their attention to detail.Liam Lambert, director of Mandarin Oriental Hyde Park hotel told us about her? The attention to detail?. He wanted his bouncer to stand, how? Faro? S? to promote the hotel - because the less crowded side of the road. He saw other hotel porters, all dressed? Gray? Who extractor. This color, which are embedded in their structure and construction of a great disguise! Liam decided to door in her red dress! In truth, a beacon! It works! More people than ever noticed before.Liam as he told us your new arrival comes. Our group was honored to be your witness? Prayers in the moing?. This is where all the leaders of all services at the hotel each moing together and talk about each new guest is arriving at the hotel the same day. You can see who they are. You can see where they come from and how likely they are too tired for example. It is also for visitors to their site and try to lea more about the person to stay, so they are better! Finally, when the web site, print a photo of the person you care for them and put them in? Guest Wall? so that workers can recognize the person by name! Sunday can be found in this level of detail with your customers? If a customer is to stay with them? Leaing, their behavior?. They note their beverage order, if they like ice cream or not, if they have a cappuccino or milk after a meal. This information is then what is a CRM system and improve the customer experience at the next opportunity. This is attention to detail! In our visit to Virgin Atlantic told us about the amount of time worked, if the optimal time of warm towels in the Upper Class! Before or after the start! In addition, it has the best design of a trolley service, and have great new beds lie in the upper class. As someone who spends a lot of time traveling around the world, the conference speeches, I can? T wait to try them! Dell Computer has a number of? Listening to messages? to ensure that the capture of customer data and converts them into something that is useful customer.So attention to detail in Building Great Customer Experience is key. The opposite is also true. The lack of conce for the customer, the experience will be charged to the customer. The other night I went to my local cinema. Il? Baby Booster Chairs? are in the corridor, so that when we entered the cinema, too late, we've almost broken my neck on you! ? the massive queue to buy a ticket - only two funds have been opened, but there were 3 people chatting on the back, while 50 customers fumed. We have all had similar experiences. It is believed that it takes time and commitment necessary to build a great customer experience. We congratulate you for the details noted Colin Shaw, founding partner, beyond philosophy ? In addition Philosophy 2004 Ref.QRColin Shaw is the founder of the other side of the philosophy and the guru of the Customer Experience Management. He also has two successful books on the experience, customers are now on the market. His first book, Building Great Customer Experiences exhausted in just eight weeks, about one third reprint and paperback.Colin 's second book, will revolutionize your customer experience in September 2004 and as a Bible in the management of business customers worldwide. Colin has over 20 years of experience in blue chip companies, including Mars Ltd., Rank Xerox and BT. Colin final position as Director of Customer Experience for one of the world's largest global companies. During his career he held senior positions in a number of different functional areas such as sales, marketing, customer service and Training.Contact Colin Shaw - Colin.shaw @ beyondphilosophy.com