Rob Demain’s Post

The most powerful loyalty program is a great product.

🎅 The Elf's Countdown to Customer Cheer: Day 8: Eight Maids a-Milking🎄 🥛 On the eighth day of Christmas, my true love gave to me... eight maids a-milking! Maids a-milking remind us of the importance of consistency and sustainability. Just like milk nourishes us, reliable and dependable customer service sustains trust and loyalty. Customers return to brands they can count on - make sure you’re delivering the same high-quality experience every time. 🎯 Customer Service Tip: Build reliability into your customer service processes: 1. Consistency Across Channels: Whether a customer contacts you via phone, email, chat, or social media, the experience should feel the same. Train your team to ensure uniformity in tone, response quality, and resolution speed. 2. Sustainable Solutions: Quick fixes are tempting, but sustainable solutions show customers you value their long-term satisfaction. Aim for resolutions that prevent repeat issues. 3. Celebrate Dependability: Recognise team members who consistently provide excellent service - it reinforces reliability as a core value. How does your team ensure consistency in customer service, especially during busy seasons? Share your tips for creating sustainable success! 🎄 Don’t Miss Day 7! Tune in tomorrow as we celebrate seven swans a-swimming and explore how elegance and effort combine to deliver a seamless customer experience. And, of course, our Elf will be making a splash in the next post! 🦢 #leadership #business #contactcentre #cx #contactcenter CCMA Ireland

🎅 The Elf's Countdown to Customer Cheer: Day 11: Eleven Pipers Piping 🎄 🎶 On the eleventh day of Christmas, my true love gave to me... eleven pipers piping! Pipers bring music to life through harmony and collaboration, just as your team brings your customer service vision to life. When everyone "pipes" the same tune - aligned in messaging, tone, and values - customers experience a seamless and enjoyable journey. 🎯 Customer Service Tip: Focus on creating harmony within your team: 1. Clear Communication: Ensure everyone understands your company's service standards and core values. Internal alignment results in consistent customer experiences. 2. Team Collaboration: Just like pipers in an orchestra, your team needs to play well together. Break down silos between departments to ensure smooth handoffs and avoid customer frustration. 3. Training & Empowerment: Give your team the tools and confidence they need to "improvise" when necessary, ensuring flexibility while staying on message. How does your team stay in harmony during busy seasons? Share your tips for keeping everyone playing the same tune! 🎄 Don’t Miss Day 10! Check back tomorrow as we dive into ten lords a-leaping and explore how going the extra mile - or taking a leap - can elevate your customer service to new heights. And of course, the Elf will have another trick up its sleeve! 🕺 #leadership #business #contactcentre #cx #contactcenter CCMA Ireland

"Thrilled to share that we've achieved a High CSAT score, reflecting our team's commitment to delivering exceptional value and service! It's always rewarding to see hard work pay off, and this is just the beginning. Let's keep raising the bar! 🚀 #CustomerSatisfaction #TeamSuccess #ContinuousImprovement"

"Would you mind if we change your rating from 8 to 9?" I took my car to the dealer for maintenance yesterday, and today I got a call to rate their service. I gave it an 8 - they were prompt and professional but very expensive vs an independent mechanic. The person who called asked me if I would mind if he raised my score from an 8 to a 9, since they really need a 9 or 10 to meet their satisfaction objectives. Really????? It wasn't the classic NPS question but they've adopted the same methodology, and this company seems to have created a culture where hitting that magic 'promoter' number is more important than having accurate data to work with. Getting a 9 may look good against someone's short-term objectives, but padding the numbers and missing opportunities to get customer feedback is bad business. If this is the kind of thing you like to think about, it's worth watching this discussion on the attractiveness and tyranny of easily benchmarked numbers like NPS: https://lnkd.in/dFSZ_5aa

𝐏𝐥𝐚𝐲 𝐁𝐨𝐥𝐝, 𝐃𝐞𝐥𝐢𝐯𝐞𝐫 𝐖𝐢𝐧𝐬: 𝐋𝐞𝐬𝐬𝐨𝐧𝐬 𝐟𝐫𝐨𝐦 𝐑𝐂𝐁 𝐟𝐨𝐫 𝐂𝐒𝐌𝐬 Die-hard RCB fan here, and as a CSM, I can't help but draw parallels between their fighting spirit and the world of customer success! Here's why: 𝐀𝐝𝐚𝐩𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐢𝐬 𝐤𝐞𝐲: RCB adjusts their strategies based on the opponent and conditions. CSMs need to adapt their approach to each customer's unique needs. 𝐑𝐞𝐬𝐢𝐥𝐢𝐞𝐧𝐜𝐞 𝐢𝐬 𝐭𝐡𝐞 𝐧𝐚𝐦𝐞 𝐨𝐟 𝐭𝐡𝐞 𝐠𝐚𝐦𝐞: RCB bounces back from tough losses. CSMs navigate challenges and keep pushing for customer wins. 𝐁𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐬𝐭𝐫𝐨𝐧𝐠 𝐩𝐚𝐫𝐭𝐧𝐞𝐫𝐬𝐡𝐢𝐩𝐬: RCB's success hinges on teamwork. CSMs collaborate with internal teams to deliver exceptional customer experiences. 𝐂𝐞𝐥𝐞𝐛𝐫𝐚𝐭𝐢𝐧𝐠 𝐦𝐢𝐥𝐞𝐬𝐭𝐨𝐧𝐞𝐬: RCB cherishes every win, big or small. CSMs celebrate customer wins, big and small, to foster strong relationships. Just like RCB's never-say-die attitude, CSMs win by being adaptable, resilient, and focused on building strong partnerships. Here's to delivering championship-level customer experiences! #CSMRoyals #CustomerSuccess #RCB #PlayBold #DeliverWins P.S. Who's your favorite IPL team, and what CSM lessons can we learn from them? Share in the comments!

🎅 The Elf's Countdown to Customer Cheer: Day 7: Seven Swans a-Swimming🎄 🦢 On the seventh day of Christmas, my true love gave to me... seven swans a-swimming! Swans are known for their grace and elegance on the surface, but beneath the water, they’re paddling furiously to keep moving. Customer service works the same way - your customers should experience a smooth and seamless journey, even if your team is working hard behind the scenes to make it happen. 🎯 Customer Service Tip: Delivering effortless customer experiences requires a balance of effort and elegance: 1. Streamlined Processes: Invest in tools and workflows that allow your team to resolve issues quickly and effectively, minimizing friction for the customer. 2. Empathy and Understanding: Even when challenges arise, your team’s professionalism and care should make customers feel supported. 3. Behind-the-Scenes Effort: Behind every smooth customer experience is a hardworking team. Support your team with training and resources to help them "paddle" effectively. What’s your team’s secret to keeping things smooth and graceful for customers? Share your strategies for paddling behind the scenes! 🎄 Don’t Miss Day 6! Check back on Monday for six geese a-laying and learn how nurturing your team can lead to golden opportunities in customer service. And see how our Elf gets creative with this next festive twist! 🥚 #leadership #business #contactcentre #cx #contactcenter CCMA Ireland

✨ Proud moment alert! ✨ Receiving positive feedback from our customers always reminds us why we do what we do. 💚 It feels amazing to see our efforts make a real difference. #TemporarySolutionsGroup #Customerservice #Teamwork #Temporarykitchen #TemporaryBathroom #Customerreview #Trustpilot

Finally getting to the 89 Iroc SS LS swap this week! Excited for the smooth and fun process ahead. Good luck Team Morris! Can't wait to see the results. I'll post pics when complete. Monday was fantastic with 22k in new work sold today, and 35k backlogged/in progress. Three days' worth of diags on the lot waiting to come in. This demonstrates that customers value quality work and a great customer experience, even if it means waiting. We may not be the cheapest in town, but staying busy while competitors struggle proves that quality and customer satisfaction matter more than low prices. The era of relying solely on a big chain name is fading. Customers now prioritize quality and honesty. Adapting is crucial to thriving in today's client-focused market. #teamMorris

🌟 Day 22 of the #30DayChallenge: Product Improvement Day! 🛠️📈 Today, I dedicated my time to refining and enhancing my products based on the valuable feedback I gathered yesterday. Here's what I did: Prioritized Changes: Based on the feedback, I prioritized the most critical changes that would have the most significant impact on customer satisfaction and product quality. Implemented Updates: I made specific updates to my products, such as improving product descriptions, adjusting pricing strategies, and enhancing product features to better meet customer needs. Testing and Quality Assurance: Before rolling out the updates, I conducted thorough testing to ensure that all changes were effective and met quality standards. Communication: I informed my customers about the improvements through email and social media, highlighting how their feedback directly contributed to these enhancements.