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
AFFINITY Podcast
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.
More Articles:
The Benefits of Frontline Team Member Engagement and Retention: “The Affinity Principle” Approach
In today’s competitive business environment, frontline team members—those who interact directly with customers—are the cornerstone of any organization, especially those with a high customer-facing presence. However, the traditional approach to talent management often overlooks this vital group, focusing mainly on managerial and executive roles. “The Affinity Principle” reimagines this strategy, stressing the importance of creating an enriching environment for frontline team members that fosters increased retention and better performance.
Unlock the Power of People: Transform Your Business with the AFFINITY Formula and AFFINITY OS
In a world driven by metrics and the relentless pursuit of growth, there’s a principle often overlooked—the essence of human connection. The AFFINITY formula is not just a theory but a realization of what truly drives success in any organization is the people. It’s about acknowledging that businesses don’t operate in isolation. They are living entities, shaped by the relationships between people.
Rediscovering Free Will: The Power of Autonomy and Self-Determination
In the complex tapestry of human existence, the concept of free will holds a prominent position. Victor Frankl, a renowned psychiatrist and Holocaust survivor, and Nir Eyal, a prominent author and behavioral designer, shed light on the significance of free will in our lives. Feeling autonomous and self-determined, that we have the power to exercise free will, is a fundamental psychological need that impacts our mental health. While it is easy to feel swept along by the current of life, believing we lack control over our outcomes, we must recognize our inherent ability to direct and redirect our path. Although we cannot change past decisions, the power to shape our current decisions and determine our direction lies within our grasp.
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CUSTOMER EXPERIENCE, TEAM ENGAGEMENT & WORKPLACE WELL-BEING: 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.
PEOPLE FIRST, ALWAYS.
