Summary
In this conversation, Shawn Black and Jim Robinson discuss the latest customer service trends in the service industry. They emphasize the importance of customer service and the shift from a nice-to-have personal touch to a must-have while exploring the blurring line between a company's brand and its customer service. Additionally, they delve into the impact of technology, including messaging and chatbots, on customer service, as well as the responsible use of customer data. The conversation further covers the benefits and challenges of offering 24/7 customer service and the impact of a nonstop culture. The golden nugget of advice offered is to meet customer demand and deliver exceptional service. In this conversation, Jim Robinson emphasizes the importance of personal connection and developing relationships, and shares his own experiences in customer service that highlight the value of serving people. Jim believes that while technology may change, the power of connections remains constant, and he encourages businesses to meet the needs and wants of their customers to ensure their loyalty.
Show Notes
(
0:00) The Importance of Customer Service in the Service Industry
(
3:00) The Shift from Nice to Have to Must-Have Personal Touch in Customer Service
(
6:36) The Blurring Line Between Brand and Customer Service
(
10:17) The Impact of Technology on Customer Service
(
13:46) The Rise of Messaging and Chatbots in Customer Service
(
18:17) Showcasing Company Values through Customer Service
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24:18) Being Proactive in Customer Service
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27:52) Using Customer Data Responsibly
(
31:17) Offering 24/7 Customer Service
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35:26) The Impact of a Nonstop Culture on Customer Service
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38:19) The Importance of Meeting Customer Demand
(
39:25) The Magic of Personal Connection
(
40:35) The Key to Business Success: Developing Relationships
Links
Quotes
“You have two types of buyers. One’s a numbers buyer. It’s how cheap can I get a burger because it’s a survival tool and I’m going to feed the energy level. And then you have the other ones that need the personal care, the personal service.” - Jim Robinson, (
2:54)
“Scrutinize the tech, but don’t spend too much time on this. Scrutinize but excel your decision making because you’re going to be a dinosaur and antiquated as soon as you start because it’s moving at breakneck speed. And the key in tech today is how do we speed up everything…but there’s so much technology out there and the key is to decide what has to be sped up, what do you need faster, and then use technology to do that.” - Jim Robinson, (
10:55)
“[Customer service] has to be personable. So delivery of content, that’s great. Use automation, accelerate the delivery of content, but it isn’t going to change the way you see a brand. It’s with the people that you see the brand.” - Jim Robinson, (
17:31)
“Your people that are delivering the customer service are conveying your [company] values. So whatever that company value is, it’s when they get off of the value that you’re delivering that the brand gets skewed.” - Jim Robinson, (
19:43)
“Collect the data that’s pertinent so that you can serve them better. Meet needs and wants. Needs are simple, but wants are more complex because those are very individualistic…[needs] set a standard and then how do they want you to deliver that need. So meet needs and wants better than anyone else and you’ll have a client forever.” - Jim Robinson, (
30:00)
What is Service Evolution?
Service Evolution is the ultimate destination for America's service industry leaders. We provide the insight and advice you need to advance in your career, learn new skills, and advance in the service industry. Our podcasts feature interviews with industry experts, advice from successful leaders, and inspiring stories of success. Whether you're at the beginning of your journey or looking for ways to further your success, Service Evolution is here to help you take the next steps toward success. Join us as we explore the service leadership world and discover how to make a positive impact today.