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By: Myra Golden


One of my clients asked me to deliver a keynote to kick off the company’s Customer Service Week celebration. Right before I took the stage, the company played audio testimonials from a few very happy and satisfied customers. The testimonials were descriptive and quite emotional. Each of the testimonials was about an interaction a customer had with a member of the company’s Customer Service Team. The entire company was in attendance, so this was a golden opportunity for Customer Service to shine. People throughout the company were able to hear first-hand the impact the customer service team had on customers, satisfaction and brand perception. Audience members began to smile and nod during the testimonials. At times applause broke out. I got chills as I listened to the customers and watched the audience reaction.

What a great way to kick off National Customer Service Week! What a great way to celebrate great customer service. One of my former employees used to always say, “You get what you celebrate.” I thought about that sentiment as I listened to my client’s testimonials. I knew that each of the employees who had been responsible for those heartfelt testimonials had to be filled with pride and encouraged to go on delivering more of that awesome customer service. I also knew their co-workers would be more motivated to go out and deliver an outstanding customer experience.

Do you want to improve the customer experience in your organization? Why not start by celebrating what is already great about your customer experience? Share testimonial emails and letters on a bulletin board. Forward email testimonials throughout the building. Recognize employees who stand out for delighting customers. Get creative. Think out of the box. Remember, you get what you celebrate!

 

Myra Golden runs Myra Golden Media, a customer experience design company helping organizations deliver the best possible customer experience and positioning companies to completely restore customer confidence when things go wrong. She is the co-author of Beyond WOW and a highly sought-after professional keynote speaker.