From Lip Service to Real Service: Closing the Customer Care Gap
Grant Ian Gamble is a best-selling mindful leadership author and speaker. He has over 30 years of experience in leading teams to create innovative customer experiences, building engaged workforces, and developing leaders who prioritize mindfulness in their approach.
“Talk is cheap,” goes the saying, and nowhere is this truer than in customer service. We’ve all encountered businesses singing praises of their ‘unbeatable service,’ only to be let down by the harsh reality.
The Paradox of “You’ll Love the Service”
Remember the company with the catchy jingle, “You’ll love the service”? Behind the scenes, their team was disengaged and demoralized, which inevitably showed in their customer service. Customers noticed, too, and took to social media and online reviews to express their disappointment. The result? Plummeting sales and dwindling finances.
What Metrics Don’t Lie About
New management arrived and took the first sensible step—they looked at root causes. A dreadful eNPS score (measuring team engagement) led to a horrific NPS score (measuring customer satisfaction). They decided to focus on improving the team experience first. As they nurtured their internal community, the eNPS score began to rise, and miraculously—or perhaps, logically—the NPS followed suit.
When Lip Service Becomes Real Service
Team morale soared, customers finally began to ‘love the service,’ and the financials reflected these improvements. The transformation was nothing short of revolutionary.
The AFFINITY OS Advantage
In a world that is increasingly transparent, where every misstep is scrutinized, what you say and what you do have to align. That’s where AFFINITY OS comes in. Using AI to harness real-time eNPS and NPS data, AFFINITY OS not only quantifies but also prioritizes feedback from both team members and customers. This is not mere data; it’s actionable intelligence.
The AOS Academy
Combined with our AOS Academy, we offer a turn-key solution to manage the gap between your promises and performance. It’s time to stop paying lip service to your values and start embodying them, with “PEOPLE FIRST, ALWAYS” as your guiding mantra.
Learn more about how AFFINITY OS and the AOS Academy can elevate your leadership style.
Until then, let’s focus on turning promises into performance, one mindful step at a time. Remember, it’s not about saying “You’ll love the service;” it’s about making sure people actually do.
Take your customer service skills—and your team—to the next level with the AFFINITY in Customer Service Certification!
Interested in learning more about how to transform your organization’s approach to team member engagement and customer experience? Reach out to our team at AFFINITY OS, specialists in AI-driven customer and team member engagement optimization.
AFFINITY Podcast EPISODE 10 | Collecting and Leveraging eNPS for a People-Centric Culture, Mindful Leadership, Talent Development and Talent Retention
Put PEOPLE FIRST, ALWAYS and watch your business flourish.
Dive deep into the latest trends in customer experience and team engagement, mindful leadership and management. Discover practical tools and strategies that you can use to build a people-centric culture, the foundation for sustainable long-term business growth and success.
Led by mindful leadership expert, Grant Ian Gamble, a best-selling author and true visionary with over 30 years of experience in leading teams to create innovative customer experiences, building engaged, inspired and fulfilled workforces, and developing leaders who prioritize genuine connection in their approach.
The guiding principle behind all of Grant’s work is PEOPLE FIRST, ALWAYS.
As a co-founder of AFFINITY OS™ and an advocate for mindfulness in leadership, I’ve witnessed firsthand how the core principles of mindfulness can profoundly transform fitness and wellness businesses. In today’s fast-paced and competitive environment, the success of a fitness and wellness business hinges not just on cutting-edge equipment or trendy classes, but significantly on the quality of leadership and the culture it fosters. This article explores how being a mindful leader can be a game changer in this dynamic industry.
The world of fitness and wellness is constantly evolving, and 2023 is no exception. With a focus on holistic health and sustainable practices, the current fitness and wellness industry trends are reshaping the industry landscape. In this article, we explore the 2023 fitness and wellness trends in Australia, the Asia-Pacific region, the United States, Europe, and more, providing insights for mindful leaders in the fitness and wellness industry.
“Quiet Quitting” is a symptom of low Team Member engagement. However, you can combat quiet quitting with Intrinsic and Extrinsic factors, or drivers. As a leader or manager, you can hire for these Intrinsic drivers and influence the Extrinsic drivers through your actions and decisions over time.
Understanding and appreciating these drivers can significantly improve the level of engagement among your Team Members, so here is a quick 13-point summary.
CUSTOMER EXPERIENCE & TEAM ENGAGEMENT: AFFINITY OS™ | WELLNESS INTEGRATION | MINDFUL LEADERSHIP: "THE AFFINITY PRINCIPLE"
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The Affinity Principle™ by Grant Gamble presents a formula for business success through a people-centric, mindful leadership approach.