If you’re an avid reader of Gini Dietrich’s Spin Sucks you will have read her fantastic story of the ultimate Starbucks customer experience. Those of us who regularly patronize Starbucks aren’t really surprised. Just last week my daughter and I drove through our old Starbucks and ordered our regular drinks; without even seeing us the drive through barista said “I know who this is! How’s Addie?” Of course we felt special.
I have friends who still try to convince me I’m getting ripped off when I buy my $4 chai, but I know I’m not. The personalized, friendly customer service one receives at Starbucks is incredibly rare.
It wasn’t supposed to be like this. Social Media was supposed to make us more human… give us an opportunity to connect with our customers in a real way, uncluttered by traditional marketing speak. It is supposed to allow for conversational exchanges between brands and buyers. Sadly, most of us have forgotten that, and use it too much like a promotional machine… a digital billboard we aim at our targets. We have forgotten how important being nice actually is.
What Starbucks knows is that kindness works. People want to be treated as if they matter. Don’t believe me? Try this: mail a handwritten Thank You to all of your customers from the past week. I guarantee you will get a reaction. Why? Because companies have forgotten the human dimension. Because we all want to be remembered. Because in this age of automated bill pay and internet banking, the humanness has been sucked out of our lives. Our customers crave it. We ALL crave it.
Now go and look at your company practices:
- Who answers the phone and how do they do it? Have you ever instructed them on what you expect?
- What did the last 10 Facebook posts look like? Was there any attempt to generate conversation?
- Is your Twitter stream just a broadcasting mechanism? How many actual conversations have you had on there in the past month?
- Are you telling your company stories? Is there a mechanism for your employees to hear them internally?
- Are you asking your customers for THEIR stories? Are you giving them a voice?
- When was the last time you took an anonymous company poll to ask for employee input?
- How are you rewarding employees for excellent customer feedback?