Tag Archives: network

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customer service network dennis gilbert

Your Customer Service Network and World of Mouth

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Word of mouth has often been connected with sales, marketing, and reputation. Driven by technology today many consider word of mouth to have become world of mouth. Have you considered the impact to your customer service network?

We have a powerful force among us. Everyone who has a computer, a smartphone, and who engages with others using these tools has the potential to influence more people faster than ever before. Sometimes misunderstood, sometimes taken for granted, world of mouth can change everything.

World of Mouth

Like many things responsible for business success, the concept sounds easy and inviting, in practice it takes effort, patience, and persistence.

What is the most powerful force working for or against your business or organization today? It might be world of mouth. Many successful businesses recognize that today a component of what builds their business is media.

Like it, love it, or make a choice to leave it, the network you’re building will have a lot to do with results. The face of retail is changing, the manufacturers are more engaged than ever, and distribution is faster and now more personal. It is all happening very fast, or not.

Customer Service Network

Your customer service network, the people who interact with you, use your products and services, can make a significant difference. They create a culture based on values, beliefs, all of which are built to become a tradition.

In most cases, participation in the network is voluntary. People sign up because they want to. It makes it that much more powerful.

Culture is how we live. It is what a group of likeminded people create. It consists of values and beliefs. Even within the group sometimes, conflict sparks additional innovation to shape and guide the collective culture. How we network and with whom drive all of this. It is a voluntary cultural movement.

Changing Lives

Networking changes lives, shifts opinions, and sells more product and services than perhaps ever before. This benefits the savvy, the tech, and the early adopters.

This network drives nearly every successful endeavor today. It is how things sell and guides what becomes popular.

The service you deliver will spread through the network. It will spark growth, create followers, and build more traditions. Ignored or unmanaged it could leave you with smoldering ashes.

Either way your customer service network is a world of mouth. It is both opportunity and advantage, unless it works against you.

It’s all up to you.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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average customer experience

Change the Average Customer Experience

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We are always evaluating. Often we size things up, make a determination or a judgment. Bias might come into play and sometimes stereotyping. Have you thought about how to change the average customer experience?

Everywhere you go people are trying to deliver exceptional customer service. In some cases, we may argue that sometimes they aren’t really trying at all. Ask people what they want in the customer experience and they might tell you. Others will never say a word or respond to a survey.

Average Customer Experience

Organizations do it all the time. They try to hire people who are just like the rest of the team. Looking for the fit, it is what they do. How many really up their game? How many look for the best of the best instead of just what fits?

The customer experience delivered by your organization is really about the culture. It is a collection of values and beliefs delivered across time that may now be identified as a tradition. It is not just a department and it is not just the responsibility of closing a sale.

What your customers may get, at best, is an average experience. It’s an average when you aren’t making moves to do something bigger, better, and bolder than the rest.

Your customer has a measurement, a bar, an experience that sets the standard. Anytime someone surpasses the standard they have received exceptional service. In those situations, their experience is above average.

Change the Experience

What if your organization hired differently or if you invited new members to the committee? What if you asked the front line, listened better, and changed more? Would you, could you, increase the average experience for your customers?

Who is in your network? You might be part of the average calculation.

What are your favorite restaurants? They set your average experience.

What do you buy online? Shopping online is part of your average shopping experience.

If you are going to change your average, when you want to create a better customer experience, you are going to have to do something different.

It takes guts and effort to make a difference.

Average is easy.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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