Month: February 2014
Philly311 TV: Community Engagement is Customer Service
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The above video is a clip from our upcoming episode of The Philly311 Show featuring PhillyRising’s East Division Coordinator, Joandelis Marquez. PhillyRising is a program within the Philadelphia City government that targets neighborhoods plagued by chronic crime and quality of life concerns, and establishes partnerships with community members to address thoseissues. Joandelis and I had a great time discussing the innovative community engagement strategies she uses to connect with and serve her “customers.”
Community engagement is customer service–it’s just more targeted and personal. Often times, it’s more effective too. Some organizations view community engagement efforts as optional or philanthropic extensions of customer service. In actuality, community engagement should be mandatory because of the level of service these efforts provide. Through community engagement efforts, your organization is able to provide the most personal customer care possible. You’re also able to engage your customers by building human relationships.
Building personal relationships goes farther than you think. Not only do they humanize your organization or brand (making it easier to connect with customers) but they also lend valuable insight into your customer’s wants and needs. While surveys and customer data can be effective representations of of customer sentiment, through community engagement efforts you can literally hear what your customers are saying. Often in a more natural setting than a phone or self-service customer satisfaction survey, customers are able to voice their honest feedback in their own way, in person, on their own turf. Even if your community engagement efforts are small, this valuable feedback could benefit all of your customers.
How are you engaging the community?
Rosetta Carrington Lue is the Chief Customer Service Officer and Senior Advisor to the City of Philadelphia’s Managing Director. Follow Rosetta on Twitter @Rosettalue or visit her blog at www.rosettacarringtonlue.com
A handy guide to optimize your strategy on 11 social media sites (Infographic)
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When it comes to your social media strategy, you should never put all your eggs in the Facebook’s basket. A lot of your audience may be there, but recent events have proven that the social network may not be a viable option for businesses with small wallets.
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Philly311 TV: Why is Internal Customer Service Important?
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The above clip is a sneak peek from The Philly311 Show episode where I interview Al D’Attilio, the Director of Human Resources for the City of Philadelphia. Al and I discussed the City’s hiring process as well as the services his office provides to the rest of city government. Based on my conversation with Al, it was clear that the Office of Human Resources sets a great example for internal customer service.
Internal customer service is just as important as external customer service, but it’s not often viewed as a priority. Taking the time to provide information or services to other departments can feel like it takes away from time spent doing our “actual job.” However, as an organization’s level of internal customer service improves, the overall efficiency of the organization improves as well. Employees who have easy access to information and the ability move projects forward can better they can serve the organizations customers. Great internal customer service usually results in great external customer service.
As few tips for improving your organization’s internal customer service include the following:
• Setting expectations and service level agreements between departments.
• Designating a “point person” for each department or a specific service.
• Creating a clear communication process and escalation policy.
• Communicating the positive relationship between internal customer service and the success of the organization to all employees.
I want to thank Al for setting the high standard for internal customer service. Does anyone else have any tips for how to improve your organization’s internal service delivery?
Rosetta Carrington Lue is the Chief Customer Service Officer and Senior Advisor to the City of Philadelphia’s Managing Director. Follow Rosetta on Twitter @Rosettalue or visit her blog at www.rosettacarringtonlue.com
High Trust Culture: Create a Winning Vision via @JetBlue CEO
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Whether it’s hockey players, curlers, or 4-man bobsledders, no Olympic team members could ever have made it to Sochi without trusting their teammates, coaches, and leaders.At the world-class level,
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The Future of Customer Analytics
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Presentation given at a Business Analytics for All event in Belgium last week. BA4All.com More details on timoelliott.com
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Customer Experience versus Customer Service
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The picture pretty much sums it all up. The fact is that Customer Experience demands more from the service provider when engaging internally and externally. It is focused on the client, your main s…
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The nine steps to designing a Voice of the Customer program
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Experts share step-by-step guidance on building a Voice of the Customer programme.
"Unlike traditional customer service in which the organization controls both channel mix and service wrapper, the dynamics of social customer service are reversed."
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Innovative Customer Service Leadership Strategies 