Think about your last interaction with Disney - Disney Store, Disney World, DisneyLand, etc - and if you haven't had any interaction (which seems almost impossible to believe) ask the guy in the next office with kids.
The overwhelming opinion is that they do customer service right. Really right. The experience with each employee is just as good as the last (consistency is pretty important in branding). They go out of their way to make sure you have what you need. The employees of the Disney Company actually work to improve your experience with every touchpoint.
Is that how it is at your company? Just like that right. Everyone on the same page. Each employee able to repeat the mission and vision as if they wrote it. Everyone going out of their way, joyfully, to provide a consistent experience across the board.
If you are at all unsure, maybe you should check:
Call your company as if you are a prospective customer
Ask one of your parent's friends to go through your website in front of you
Ask one of your kid's friends to go through your website in front of you
Have someone request materials (brochure, proposal, etc) from your salespeople
Shop your competitors, thoroughly
After you fix everything you just uncovered, wait a month and then do it again.
Jaci Russo
Sr. Partner
Posts
No comments:
Post a Comment