Customer advocacy is critical to driving sustainable profit, possible only by knowing, understanding, and delivering what customers want. I wanted to share a great video Oracle put out that mirrors our own high standards and goals for a customer experience where the unexpected is always expected.
Consistent through all my pursuits has been my “Happiness-Centric” perspective on business in the service sector. The model delivers on three key differentiators. First, customers receive service they’ve never before come to expect. In a world of behemoth organizations that seeks to instill into employees their dogmatic, formulaic and unyielding protocols for customer engagement, instead I hire for attitude. I call it hiring for “the twinkle in their eye, a skip in their step, the fire in their belly.” Any manager can train off the company manual, but you cannot train for the right attitude, one where an employee means it when he or she says, “How are you doing today?”
Second, is returning a personal touch to business that has been lost in the customer service experience. Consumers – whether business or personal – have come to accept, even expect, a lackadaisical – even lousy - interaction with customer service representatives. So when an organization delivers outstanding, over-the-top customer engagement, it’s like some golden nugget delivered each day to those XXX customers by a partner – not a vendor – who connects culturally, strategically and who truly cares about their success. “When my customers have pain,it pains me.”
Finally, if hiring FSO doesn’t save customers money, then I've failed to serve them. Each customer can expect to save from 10% to 40% by contracting with FSO and embracing its personal, passionate and productive culture. We deliver to every client what each one cannot find on its own: Power — we wring significant savings for every customer.
That’s the essence of our business plan – provide phenomenal solutions that promise to: take better care of the people by providing comprehensive training, awards & recognition; improve service; and reduce costs.
For FSO itself, the model isn’t about profits; it’s about results.
Mitchell D. Weiner
Chief Happiness Officer
Learn more about what DIFFERENTIATES FSO here
