The Motivation Agency Blog

What’s the real impact of a good customer experience? 

While a decade or two ago, bad customer service meant losing the one or two customers who experienced it, nowadays it means changing your brand perception for the whole of your customer base. 

Sometimes being super organised doesn’t pay off. Two of our fabulous trainers, Ian Luxford and Amber Orchard-Webb were due to be delivering a day of customer skills training in Hull last week, trains were booked, plans made and then the RMT Train Strike hit. 
 
Let’s put this into geographical perspective. Amber lives in Chichester, Ian in North London – they had a fair distance to travel!
 
With no airport in Hull, it was time to hit the road. With a relay of cars driven by family and colleagues Amber joined Ian at South Mimms service station in Potters Bar and then on they went up the A1. 
 
The excitement for the day ahead quickly built as an MKM Building Supplies truck was spotted on the M25, a good omen many would say!
 
The team arrived in good time and explored the training venue, making sure everything that was needed was there and worked! The day went without a hitch – a day designed for kitchen specialists at MKM Building Supplies to help them deliver an even better customer experience.
 
The complete learning experience included online learning (Meerkat Selling Online and Every Customer Wants) prior to the face-to-face event. The day itself then bought the customer experience to life – activities, discussions and professional actors all adding variety and excitement to the day. 

In June 2015 I wrote an article for the Tourism Society Journal entitled Customer Service: Britain's Tourism Iceberg, in which I reflected on the sad reality that, while Britain's image overseas then ranked three in the world as a "nation brand" (behind Germany and the USA), for "quality of welcome" we were limping in 13th place. As I wrote at the time, “Whilst London 2012 unsurprisingly boosted our ranking, we have now fallen back to where we were in those dark, pessimistic, pre-Olympics days.” I argued that our failure to provide a world-class welcome threatened our long-term competitiveness as a major tourism destination - hence, the iceberg analogy.