index
Accenture, 14
accessibility protocols, for website, 122
accessibility technology, 125
advertising, Diet Coke, 26
air travel, 23
alerts
customer preference for, 140
emergency systems, 135
numbness hazard for, 136
Amazon.com, 179–180n
contact with customers, 137–138
customer call codes, 129
feedback, 172
order confirmations, 130
preventing duplicate purchase of Kindle title, 60
speed of response, 14
upselling, 119
website, 116–117
working conditions, 161
Anderson, Troy, 83
anticipatory customer service, 6, 49
self-service for, 114
training for, 163–164
anticipatory design, 7
anticipatory systems, input for building, 35–36
anticipatory technological behavior, 12–14
Apple, 72
culture, 63
sales culture, 77–78
Apple Stores, 50–52
checkout, 53
iPad Smart Signs, 112
proper greeting at, 52
Applebee’s, 95
Armstrong, Heather P., 170
“attached meaning,” 15
attaching to customers, 58–61
authenticity, 16
automated anticipatory messaging, 7
automated confirmation letters, reply-to address for, 115
autonomy
case for, 98–99
for customers, 111
of employees, 96–97
and life or death, 186n
and standards, 102–104
barriers to customer entrance, 33–34
benefits, for employees, 71
The Best Service Is No Service (Price and Jaffe), 128
Bezos, Jeff, 130
Brooks, Harold, 136
business-to-business context, self-service in mainstream, 114
call center burnout, 130
Carlile, Richard, 113
cashier, interaction with customers, 42
catastrophe, 40–45
channels for customers
change of, 117–118
self-service, 115
Colbert, Larry, 82–83
Coldren, Jay, 14
Comcast, 28
companies
anti-customer, anti-employee, 43
culture of, 44
competitive advantage, 6
complaints
active harvesting of, 27
deleting negative tweet, 155
public knowledge of happy outcomes, 155
response to, 1
shifting from social media to telephone, 154
computer installs, 53–57
confirmation letters, reply-to address for automated, 115
conscientiousness, 89
conspicuous consumption, 15, 20
core values
of Four Seasons, 78
as starting point, 79–81
treatment of others in, 75
Cornell Center for Hospitality Research, 66, 98
impact of, 82–83
qualities of, 69–70
reason for building, 66–67
saying yes, 67–68
short-term focus, 64–65
Southwest Airlines, 82–83
customer burden elimination, 127–141
anticipating customer needs, 132–135
method for sending messages, 139–140
permission to anticipate, 136–139
stupid stuff, 127–132
customer expectations
change in, 13
on delivery, 25
customer experience, human memory and, 27
customer loyalty, 127–128
building, 3
customer perspective, importance of, 161
customer satisfaction, 22
customer service
anticipatory, 6
employees in, 149
mastering fine points of, 11
mispersonalized, 168–169
self-service in mainstream, 113–114
social media principles, 149–150
unlearning negative attitude, 86–87
Customer Service: New Rules for a Social Media World (Shankman), 139
customer trends, 12
customers
attaching to, 58–61
autonomy for, 111
consistent needs of, 21
constant change, 19
continuum for interaction, 5
disabled, 121–126
emotional needs of, 28
employees’ interest in, 34
empowerment of, 16–17
focus, 75
frequency of contact, 137–138
greening of, 17–18
inability to win argument with, 150–151
with mobile phones, 139
opportunities to get to first, 133–135
reminders for, 132–133
thank you for positive comments, 155–156
unique realities of, 37
value as, 147
Customers for Life (Sewell), 104–105
delivery of project, 23–25
Delta, 28
Diet Coke, advertising, 26
disabled customers, 121–126
distraction, customer relationships and, 73
e-book readers, 38
e-confirmation, speed of, 26
eBay, 68
efficiencies, 38
electronic listening channels, 7, 165–168
Elkington, John, 81
Elliott, Jay, 63
and customer feeling important, 155–156
from customers, responding to, 166–167
Deaf community access to customer service, 124
for thanking customers, 156
emergency alert systems, 135
empathy, 88
employees
autonomy of, 96–97
benefits for, 71
buy-in on principles, 79
compensation, 70
elective power, 146–147
fit in company, 91–93
focus, 75
helplessness, 130
hiring decision, 71
importance of feelings, 161–162
input from, 35–36
interest in customers, 34
motivation of, 67
online comments, 70
purpose and function, 100
reaction to customers, 41
texting by, 73
training of, 162
treatment of, 69
trial period for new hires, 90–91
empowerment of customers, 16–17
escape hatches, for self-service, 34, 115–116
Exceptional Service, Exceptional Profit (Inghilleri-Solomon), 7
extras, as standard, 38
eye contact, 163
for thanking customers, 156
FedEx, 80
feedback, 17
Amazon.com, 172
options for, 145
social media, 144–146
Ferree, John, 136
fit of employee in company, 91–93
focus, short-term, 64–65
Ford, Henry, 181n
Four Seasons Hotels and Resorts
employee vacations, 35–36
peer pressure, 72
response to tsunami, 29–30
freedom for employee, 98
Fresh Air (Gross), 143
Fresno Community Regional Medical Center, 95
Frost, Robert, 4
Gerzema, John, 15–16
Gillingham-Ryan, Maxwell, 16
Godin, Seth, 137
GogoBot, 14
Google Alerts, for company discussion, 156
Google +, for thanking customers, 156
Google Gmail, anticipation by, 59–60
Google Labs, 182n
Google Maps, 41
government agencies, 135–136
greening of customer, 17–18
Gross, Terry, Fresh Air, 143
hackers, blocking, impact on disabled, 124–125
handicapped parking, 44–45
helplessness in employees, 130
Hipmunk, 13
hiring decision, 71
attitude as quality, 86–88
profile for, 88–89
humanity training, 2
Hyatt hotels, 161
Hyter, Michael, 92
improvements, continuing, 39
inclusion, 92
individual changes, 12
information, capturing from listening, 174–175
internet
as basic business, 4–5
and competition, 3
iPad Smart Signs, 112
iPhone, accessibility technology, 122
Jaffe, David, The Best Service Is No Service, 128
job design, employer impact, 98
Jobs, Steve, 53
Keiretsu, 183n
Kelleher, Herb, 82
Kimmel, Jimmy, 29–30
leadership, failure of, 97
LEGO, 28–29
LinkExchange, 79
listening, 160–178
capturing information from, 174–175
electronic systems to enhance, 165–168
by employees, 51
live-chat button, on website, 40–41
Livingston, Michele, 86–87
loyalty of customer, 127–128
building, 3
“Mail Goggles” feature, 60
Marriott’s, 25–26
masterful company, 32–39
negative elements to avoid, 40
Maytag, 169–172
memory, customer experience and, 27
mission statement, 76–77
mobile phones
for customer questions, 111–114
customers with, 139
disabled customers and, 122
monitoring
customer comments, 156–157
self-service, 118
Morgenson, Gretchen, 64–65
motion activated switch, 125
motivation, of employees, 67
National Weather Service, 136
negative comments about company, in social media, 143–144
Netflix, 60
Deaf community and, 123–124
noncommunicative employees, 44
Nordstrom, Bruce, 87
Nordstrom, 102–103
Nuance, 123
numbness hazard, for alerts, 136
Olive Garden, 95
on-time delivery, change in expectations, 25
online commerce, 68
optimism, 89
organizational chart, 116–117
orientation of employees, core values and, 80
packaging, 54
environmental concerns and, 18
Parker, Dorothy, 92–93
partners, vendors as, 74–75
Patrick O’Connell’s Inn, 164–165
Pavlov, Ivan, 99–100
PayPal, 68
The Payroll Group, 114
PECO, 135
peer evaluation, 91–92
peer pressure, 72
PEPI, for enforcing standards, 105–106
perfect product, value and, 22–23
permission, 136–139
permission marketing, 137
Personal Localized Alerting Network, 136
Peters, Tom, 24
Philadelphia Ballet, 134
Piraino, Jeff, 170
Platinum Hotel Las Vegas, 140
Price, Bill, 129
The Best Service Is No Service, 128
priorities, 164
privacy, self-service and, 113
problem resolution process, 26–30
profile questions, response of top and average performers, 90
Proust, Marcel, 39
psychological drive, and customer purchase, 19
real estate industry, short-term focus, 64–65
registering software, 56
reminders, for customers, 132–133
reply-to address, for automated confirmation letters, 115
reservations, scheduling at Apple, 52
response time, length in social media, 150
response, to customer criticism, 1
Restoration Hardware, 16
Credo, 78
credo cards, 80
employee trial period, 90
wine glass, 105
Rosenberg, Tina, 72
Royal Carribean Cruises, 112–113
Salyers, Christopher D., Vending Machines: Coined Consumerism, 113
escape hatches for, 34, 115–116
mainstream of customer service, 113–114
principles of successful, 115–119
technology, 7
upsells through, 119
as work in progress, 118–119
Seligman, Martin, 130
service breakdowns, 26
Sewell, Carl, Customers for Life, 104–105
“shame shift,” 14–15
Shankman, Peter, Customer Service: New Rules for a Social Media World, 139
and training in service standards, 106–107
shopping carts, 41–42
short-term focus, 64–65
Silva, Elena, 95
Siri, 122–123
SLAPP lawsuit, 152–154
SMART approach to human force field, 163–164
smartphones, 14
social media, 142–148
blundering, 2
and customer feeling important, 155–156
customer service principles, 149–150
expectation of customer interaction on, 157
feedback, 144–146
how not to respond, 152–154
negative comments about company, 143–144
shifting complaint to telephone, 154
society, companies’ valuing interests of, 15
software, moving to new computer, 54, 56–57
Southwest Airlines, 78
anticipating customer needs, 35
competitors, 65
culture of company, 82–83
hiring practices, 92
“OneReport: Performance-People-Planet,” 81–82
peer pressure, 72
Twitter monitoring, 28
spammer blocking, impact on disabled, 124–125
and autonomy, 102–104
conveying, 106–107
enforcing, 105–106
lack of, 95–96
need for, 101
Starbucks, 26
stocking, 44
Stone, Biz, 143
Streisand Effect, 153
stupid stuff
analyzing customer calls for, 128–130
intentional calls, 131–132
surfing the net, 13
systems, aligning with customer desires, 35
TDD, 122
teamwork, 88–89
technical skills, and hiring, 86
technology
anticipatory behavior, 12–14
benefits, 7
disabled customers and, 122
telephone
call from customer, 128
shifting complaint from social media to, 154
see also mobile phones
texting, by employees, 73
thank you for positive comments, 155–156
time-awareness of customer, employees matching of, 163
time constraints of customer, 36–37
time per call, limiting problems from, 130
timelessness, vs. trendiness, 15–16
timeline, of customer expectations, 14
timeliness, 25–26
touch
customer’s personal needs as priority, 5–6
impact of, 2–3
timing for, 3–4
touch points for customer/employee, 98–99, 128
training, of employees, 162
trendiness, vs. timelessness, 15–16
trends, 20
trial period for new hires, 90–91
TripAdvisor, 14
response to comments on, 33
triple bottom line, 81
trust, 52
TweetDeck, 155
Twinings Tea, 16
response to, 151–152
searching, 157
for thanking customers, 156
Whirlpool and, 170
United States Workforce Rehabilitation Act of 1973, 125
usability, 117
value, 21
as customer, 147
perfect product and, 22–23
providing, 22
timeliness, 25–26
vendors, as partners, 74–75
Ventura, Jesse, 96
vision, of customer experience, 33
warmth, 88
wasting time of customers, 127
website, accessibility protocols for, 122
websites, directions and hours on, 40
welcoming customers, 33
WETCO, 88–89
Whirlpool, 170
Whole Foods, 91
work hours, inflexible, 45
work in progress, self-service as, 118–119
Wynn Resorts, 125–126
Yelp, response to comments on, 33
YouSendIt, 14
core values, 80
employee trial period, 90–91
social media policy, 103