More Customer Service Lessons From A Customer Experience Fail
Boosting Customer Satisfaction Levels and Enhancing Customer Experiences
Last week we shared with you two valuable customer service lessons from a dissatisfying customer experience we had with San Diego cruise line Flagship Cruises & Events. These lessons relate to a customer experience fail as outlined in an earlier post on how this organization fails to understand customer needs.
This week we will add two more customer service lessons on how organizations can enhance the customer experiences they deliver and increase their customer satisfaction levels. You may need to read our blog post on March 6 to get a full background on these lessons: Flagship Cruises Customer Experience Fail.
Lesson #3: Set Customer Expectations
If you want to enforce a dumb rule like no personal photography allowed, then it is best to post the rule publicly for all to see.
This will help minimize negative interactions between your front-line staff and your customers.
Of course, this will make your organization look absolutely foolish, which is one indicator that you should not have such a customer unfriendly rule in the first place!
Lesson #4: Learn to Leverage Social Media
Had our family been allowed to take a nice photo of our daughter with the ship’s life preserver, we would have each shared the photo using the check-in feature on our respective Facebook pages.
Imagine how many positive Facebook, Snapchat, Instagram, and Twitter posts Flagship Cruises is losing daily due to its ban on personal photography at the life preserver post. This positive publicity would far outweigh any minimal loss in picture sales they incur from a change in policy.
Our personal marketing philosophy is simple:
if it touches the customer, it’s a marketing issue™
The “no personal photography” policy of Flagship Cruises is definitely a marketing issue, with direct impact on customer satisfaction levels, customer experience delivery, and word-of-mouth publicity. It may or may not be an operational policy, but it is definitely a marketing issue.
As such, these are the lessons for all organizations. Next week we will have two more customer service lessons to share with you from this dissatisfying customer experience at one of San Diego’s better-known cruise lines.