Making the customer happy, one unicorn at a time

By Posted in - Public Relations & Social Media & Uncategorized on September 21st, 2011 1 Comments

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.
Is it really so rare to care?
Scott also gave a humorous example of an assistant call center manager at Austin’s Pizza, who truly went above and beyond his job duties to meet a unique request.  It involves a unicorn wearing boxing gloves so it’s completely worth the click over to read more.
With online tools making it easier than ever to communicate with brands and organizations, the lines between customer service and public relations are being blurred.  Good, attentive customer service can translate to brand enthusiasts, which is good PR no matter what way you look at it.
What do you think?  What defines a good customer service experience for you?
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