May 22, 2007

Reinventing the Customer Experience

I was speaking to Jonathan Tisch today, Co-Chairman and CEO of Loews Hotels about his new book Chocolates on the Pillow aren't Enough. The interview will be up later this week for you to hear his thoughts on how to reinvent the customer experience. However, I thought I would share my notes that I made during the interview.

  1. Employees are key to reinventing the customer experience. They need to feel the values to be able to deliver them.
  2. Consumers are more knowledgeable than ever. In order to create a wonderful experience, you need to ensure that the employees understand your products and services as well as the consumers.
  3. Think of customers as guests...no matter how you are interacting, on a website, in store, via the telephone.
  4. Customer service has evolved from a transactional base to an emotional basis. How are you developing that skill within your team.
  5. Each company  needs to think about how to achieve the right balance between - global and local connections, real world vs virtual relationships, top down vs bottom up communications and centralized vs individual autonomy. The internet is changing business, changing the skills and talents we need - are you ready for this evolution.

Watch out for the podcast interview for a fascinating interview with the hugely successful Jonathan Tisch. You can subscribe via iTunes or listen on your computer.

22 May 2007 22:17:31 | Customer Service

2 Comments

C.B. Whittemore

What a wonderful blog tour! Thanks for your notes, and I look forward to the podcast.

Posted by: C.B. Whittemore | May 23, 2007 at 03:58 AM

Anna Farmery

No problem hope you liked the podcast!

Posted by: Anna Farmery | May 28, 2007 at 04:31 PM

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Anna Farmery

Social Marketing Architect, Speaker, Author and in spare time completing PhD on the future of the social business model

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