tag:blogger.com,1999:blog-6973104615594350941.post7794941703246244537..comments2023-11-05T03:29:27.005-08:00Comments on Service Encounters Onstage: Thousands of loyal customers in just minutes a day.Chris Reaburnhttp://www.blogger.com/profile/07769450787828343311noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-6973104615594350941.post-77349627650202286222010-03-06T19:56:51.728-08:002010-03-06T19:56:51.728-08:00Barry, I apologize - don't know how I missed y...Barry, I apologize - don't know how I missed your comment.<br /><br />I'll be the first to suggest that in service businesses internal communications / internal marketing is as important (or moreso) than external marketing, and that the end objective should be enablement of the front line of service. It's so important because in service businesses, as you well know, the front line providers are the 'product' and more often than any other channel, they are the marketers as well.<br /><br />I've just seen this given such short shrift in service organizations, where an appropriate message is executed without any of the necessary support - executives that believe it and practice it, process that supports it, technology / tools that enable it, and a staff organization dedicated to making it work.<br /><br />In these all-too-frequent cases, the right message regarding service delivery turns into a sarcastic joke, something that an unsupported line (appropriately)rolls their eyes at.Chris Reaburnhttps://www.blogger.com/profile/07769450787828343311noreply@blogger.comtag:blogger.com,1999:blog-6973104615594350941.post-18349442153930398022010-02-27T19:51:57.804-08:002010-02-27T19:51:57.804-08:00Chris - The true test of the value, or lack there ...Chris - The true test of the value, or lack there of, of these types of trinkets is the fact that there is now a viable industry selling parodies of these 'inspirational' sayings.<br /><br />Having been around contact centers most of my career, I haven't been to a center where the walls haven't been lined with these motivational posters. Thinking back now, I'm guessing I could have statistically correlated the number of posters lining the walls with the customer's perception of that organization. I'm guessing it would have been darn close to -1.00BarryDhttps://www.blogger.com/profile/10555059225046470025noreply@blogger.com