While I was in Europe/Germany, I had the opportunity to get together with our EMEA leadership team led by Patrick. The executives assembled around the table resembled that of the United Nations. I think the difference was that everybody was speaking English (for me) and there were no headphones. What was truly inspiring was the passionate interaction they had as they reviewed a number of business topics. I was intrigued by their willingness to speak their mind yet come to common ground that would result in a positive business experience for their customers and our business.

Patrick, Dirk & Miguel

When you consider doing business in other parts of the world, you need a team that understands the countries, laws, cultures and is willing to work together for the greater good. Patrick speaks three languages and others spoke two to seven languages. Think of the customer or supplier impact when you can speak the same language. What a huge advantage! On a special note, I want to thank Georg for all his help and congratulations to Miguel for his 25 years with the company.

My next stop was London England. I met with our Country Manager for the UK, Matthew and EMEA VP of Sales Sukh. Their focus on the customer experience has led them to institute a no voicemail system in their office. Matthew was very adamant that when a customer or supplier calls that they speak to a live human being. In today’s world with all the productivity tools we have to use, isn’t voicemail one of them? The issue they were addressing wasn’t necessarily voicemail, but more of a culture change.

The focus is on creating a superior customer experience by ensuring the folks calling can actually talk to someone. The simple premise is that when someone calls they need something. When speaking to the troops when I asked them about the no voicemail policy they smiled and grinned. They said it took getting used to but the positive effects it has far outweighs the negatives. It brought another important aspect and that was teamwork. Given that there is no voicemail, folks in the office have to work together to ensure that the phones are answered and the customer/supplier is greeted and their situation handled.

Matthew looking for the next customer

The spirit of customers and employees went one step further with Sukh and Matthew. They held customer service week for two straight weeks. The theme of the first week was “Just say…Thank You”

Sukh displays new outfit and talent

 and the second was “They Choose us for a Reason.” They pitched in with the employees in offering their special outfits and talent to a charitable cause. Their leadership and willingness to put title aside and do what is right is admirable and inspiring even in their goofy outfits.

Patrick, Sukh and Matthew (and their teams) are leading at a higher level and their leadership is what makes the difference in the success/lives of our customers, employees and suppliers. Well done in these difficult times!

Posted under Customers, Leadership

As I traveled back from Europe, I was pondering the phrase customer loyalty. It is interesting to note that different regions around the world have different ideas regarding if a customer can be truly loyal to a business or brand. What also was clear is when you personalize and connect the word loyalty to people, country and team, everybody embraces the concept (globally). So why is there a difference of opinion when it comes to businesses building loyalty? Do businesses fall short of meeting their commitments or are customers too demanding? (Video Link) Treat Me like a Customer.

Harvey & Fred

Personally, I think loyalty already exists with many customers to specific brands. As we drove from Bracknell to Heathrow airport the number of Mercedes and BMWs was very noticeable. It would seem that the brand promise of superior engineering, quality and safety may play into why folks buy these particular brands. Those who purchase these cars are most likely concerned with price. However, the lure of the brand and getting a fair price for the perceived value is what it is really all about.

So can a company establish loyal customers? I think they can and those who do not, don’t have much of a value proposition, or they have no established relationship in which the brand resonates/connects with customers. I asked some customers for their thoughts on loyalty. In each case, they used the word trust and that loyalty was a part of good times and bad. In fact, in bad times is when you have the opportunity to really shine as that is when the customers count on you the most. Here is what they had to say to the question “What does the word loyalty mean to you?”

Kim, Rhenee & Diane

Steve – “That a customer will always look to us as its first choice, knowing that we will guide them with integrity even if we can’t fulfill a particular need. With regard to pricing, particularly if multiple bids are required, they will be honest and open with us as their desire is genuinely win-win. Ideally, a loyal customer acknowledges value and understands it is worth some premium which is negotiated openly. From our perspective, loyalty to our customers includes being there when times are good and bad. The real measure of a partner is who is there when things don’t go well. Loyalty is owning the customer’s problem as if it were our own wherever that makes sense in light of the partnership.”

David – “Trust, faith, commitment, dependability and dedication are words that come to mind. Loyalty = Consultative relationship with a trusted partner. A reference to customer loyalty means that they will use us as first preference in purchase situations and rely on us as a trusted advisor where appropriate. Loyalty – willingness to do whatever it takes to accomplish a common goal. Trusting in another (business or individual) where the confidence placed in another is recognized as mutually beneficial. It’s the devotion, constancy, faithfulness to commitments or obligations. It’s a trustful relationship, differentiator, consistent communications, and so on. Loyalty is a personal or business relationship that transcends normal attributes of confidence and trust but extends that relationship to “emotional” care and concern for the success and well being of the individual and their family. In the end, the customer is willing to be a reference any time.”

Tom – “Loyalty is bigger than friendship. In business it’s a component of a real partnership. It is a very special human value. You are teaming against adversity with someone who shares in your values, position and vision.”

Jim & John

Jim – “It’s a commitment to a relationship, business or personal, in good times and bad.”

Customer loyalty can be achieved by a company or a brand all over the world. It’s not easy and few have been able to attain the world class or Premier status. I think it is a safe bet that you can’t get 100% of your customers loyal, but if you are not working on, I’m sure your competition will be happy to do it for you. (Video Link)  Customers are Like GOLD!

Posted under Customers, Employees

After all these years in business, there’s one thing I know for sure, “people” make the world go around. In business, the human element can make the difference in success or failure.  How a business makes investments in its employees is key to serving its customers. As an example, finding the product or service I want to buy is the first hurdle, and how I am treated during the buying experience is the next. Remember, buying is an emotional response. Companies who figure that out are more likely to be successful than those who live on the strength of their product or service only (value proposition). The point is: there are many elements that a company must align for long term success.

I will use the airline industry as an example where value proposition and service delivery create a competitive advantage. There are many airlines to choose from, but these airlines (global perspective and personal opinion), Singapore, Cathay, Lufthansa, Scandinavian, and Southwest stand out for the following three reasons:

1. Highly regarded value for the price

2. Known for their customer experience and service quality

3. Considered world class

World Class in Value, Service, Quality and Innovation

I would argue that business success starts with a solid value proposition. What does the market want or need?  That would be followed by leadership, as it was pointed out by Russell (earlier post), that they set the tone for the organization. That brings me to the culture of a business. If a company chooses to align, invest in and empower its employees with systems and processes to serve their customers, you have a customer-focused culture. So, in combination with a solid value proposition and leaders that “get it,” you have enabled your employees to serve your customers, which means providing a great customer experience, leading to satisfied, or better yet, loyal customers.

All airlines have planes to provide transporation, but its the value proposition and service delivery that make some standout more than others.

Posted under Business & Process Innovation, Employees, Leadership

I was invited to a customer meeting in Vegas this past week and had the opportunity to meet with the owners of the firm and their top sales reps.  I know what you are thinking, Vegas, a boondoggle of partying and having a good time.  There was some of that but what I really got out of it was the personal touch.  The fact that people do business with people they like.  What is interesting is how the relationship evolves from someone who provides a product or service to a trusted advisor or friend.  I know the owner very well but did not expect any special treatment.  I was there to make a few comments and surprise them with some recognition.  He was unaware of the award I was going to present them.

After my brief remarks and the presentation, he stood up and put his arm on my shoulder and began to speak about the relationship between our two companies and the people they interact with.  I actually was wowed by his comments.  He said many things that were very heartfelt and sincere.  He said that our relationship had been one of the keys to the firm’s growth and success and that he was personally thankful for the partnership he had with us.  He then said ”Fred you and your dedication and investment in our small company has made a difference.  When I first met you, you were a guy who worked for a company, today you’re a guy I trust and call my friend. ”  

The sales team getting ready to enter the sky diving chamber in Las Vegas

I was blown away.  As I reflected on our history, I never thought that I had done anything special.  In fact there were times when our relationship was a bit contentious but we always figured out how to work through it.  I think that a great point is every customer interaction is an opportunity to make an impression, whether in a good or bad situation.  You have a chance to show who you really are and what you stand for.  So in closing, I went out to give some recognition to a customer and in the end our company, our employees and myself were recognized.  Everyday is a day to make a difference and show you care.

Do you have any stories to share?   

Posted under Customers, General