3 must-see TED talks about customer service and experience.
Today I want to bring you 5 must-see motivational videos that I’ve seen over the years on TED.com about Customer Service. I think these videos can give you an overview of why working hard on the customer experience is critical for every business and why great customer service distinguishes successful businesses from unsuccessful ones.
In this speech, with the promising title “I Was Seduced By Exceptional Customer Service”, John Boccuzzi, Jr explains why great customer service can be the best marketing tool and how it generates profitable long-term businesses. Answering the question “Why do businesses who focus on exceptional customer service do well?” Boccuzzi, Jr said
“[…]these business don’t just survive, they thrive! […] What they all have in common they all focus on delivering exceptional customer experiences each and every day. It’s what keeps the barrier between them and their competitors. Delivering customer experience isn’t just good for the customer, by the way, it’s actually good business and Forrester Research did a study over a five-year period and in 2016 they published this paper and what they found was companies that truly focus on exceptional experiences for customers outperform the leaders, outperform the laggers in customer experience significantly in revenue so it’s not just good for customers, it’s good business”.
Our second speech on this list is delivered by Salena Scardina, a talented Customer Experience professional now working as Vice President of Customer Experience. In the video, you can see all the passion and excitement for customer service that she has. The message here is that business growth is strongly connected and fueled by the human experience. She says:
[…]Someone told me once if something moves your heart then a problem turns into a human, and that’s what happened to me. I stayed in customer service because I love technology and I started to love human beings and I realized that not all companies were doing this. […] This is the time we need to be connected more and we’re actually void of human connection.
In this remarkable speech delivered by Darren Ross, we are presented with the idea that customer service should create what the speaker likes to call “popsicle moments”. These powerful moments wows customers and will remain in their memories for a long period of time. If you are interested to learn more about these moments, I recommend you to read this article about the business where Darren Ross is COO. One passage that I really like of this talk is:
[…]For the companies out there who know they could do better and want to do better, I invite you to picture what it looks like and sounds like for your customers to experience mind-blowing service. If you were a customer service company how would that shift your operations, what sorts of progress could be made by simpling slowing down for your customers and focusing on them. Moving a company forward in this regard doesn’t have to be expensive. Words are free and attitude is free.
Keep following me here on Medium and on my Linkedin profile to find out more stories and statistics about good customer service.
