We began the day with JoAnna Brandi, Customer Care Coach, that shared the science on how happiness can not only create endorphins and serotonin, along with a long list of other benefits, that improve our problem solving abilities, focus, creativity, and resilience to name a few. The formula for happy customers included the AAA Feedback - Acknowledge & Affirm, Amplify it, and Anchor it. Statistics was also a part of equation in understanding the 60% spread in performance when employees are praised, supported, and show strengths versus emphasizing weakness. An enthusiastic and well-documented presentation on the subject of positivity was enjoyed by all.
Kate Feather, People Metrics, gave a presentation on Brand Ambassadors and improving customer engagement. One of the most powerful measures for investment in customer service programs was that a 5 point increase in customer engagement could improve average stock price by as much as 26% while a 5 point decrease caused stock performance to be below the industry average. Julie Broderick of Signature Flight Support gave a case study of their Voice of the Customer Feedback Program. The program includes action alerts and accountability that maintains momentum.
The final morning speaker was Randall Brandt of Maritz. He shared about setting the bar for customer satisfaction by determining and evaluating the goal whether judgement, benchmarking, or linkage-based targets are used. The objective is to drive continuous improvement to realize desired results.
As a speaker, trainer, and writer, I feel validated, encouraged, and inspired by a room full of advocates that share my passion and unwavering commitment to outstanding customer service. I enjoyed my conversations with other attendees like David Fischer of John Deere, C.J. Muniz of Blue Cross Blue Shield, and Faith Williams, Cancer Treatment Centers of America. Yes, happiness rules here in Orlando and I haven't even enjoyed a lunch yet.
Integrity Training Solutions
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