Making the customer happy, one unicorn at a time
Caitlin mentioned that some of the FCPR team attended Brains on Fire’s FireSession yesterday. And like Caitlin, I can’t wait to read one of the speaker’s – Scott Stratten – book Unmarketing.
He spoke a lot about engagement and customer service expectations – mainly, that our expectations for good customer service are so low that brands, companies and people only have to provide mediocre service in order to meet them. And that, as consumers, we are truly touched when someone truly cares (or acts like they do) about our experience.
Coming from someone who takes pride in what I do, I find this sad. Liza and I have high expectations for our staff, as well as ourselves. I think one of the reasons we have these expectations is because we care so much.
- We care about our clients’ experience.
- We care about our clients’ goals, while learning what they need to be successful.
- And we care about giving them the tools they need to communicate their messages to their respective audiences.
- We care about making a difference.