This post on Content Marketing Today highlights how Five Guys Burgers and Fries have taken the concept of the “secret shopper” into new heights. Generally when we think of secret shopper programs we think of a shopper coming in and taking notes on everything that is going wrong with the employee’s customer service skills. Five Guys Burgers takes a different approach.
What the burger joint does is make a note of when optimal behavior is performed and then employees are compensated through bonuses and raises for quality of customer service. Employees are encouraged to give great customer service, and it proves that happy employees means happy customers.
This morning, I came across this story about a great customer service experience with Dice Electronics. Dan Kusnetzky, blogger at ZDNet, was having problems with his GPS/XM Satellite radio output device. He called customer service, and they instantly replaced the device with no troubles at all. Now, not only do they have a happy customer, but thanks to social media, thousands of other potential customers have now heard how about their excellent customer service.
This is posted on behalf of JoAnna Brandi. It is co-posted on the Customers 1st Blog and JoAnna Brandi blogs.
According to my informal research people who feel good at work are more productive, like their jobs more, have better performance, are more likely to be creative, enjoy “going the extra mile,” and have more energy at the end of the day when they go home to be with their families or pursue hobbies and outside activities.
Help me with my research – every body has their own “Feel Good At Work Factor” and Amanda Levy and I are writing about it. Please help us understand more about yours.
Please go to our comments section after this blog entry and finish this sentence. “I feel good at work when…..”
If you’d like to see more of Joanna Brandi’s blogs, and comment on this post, visit JoAnna Brandi’s Blogs. You can also find out more by visiting her Customer Care Coach website. Joanna Brandi will be a keynote speaker at this year’s North American Conference on Customer Management, and has already been profiled on our Customer 1st blog. Stay tuned for her posts on the Customers 1st blog!