As a Chief Client Officer, I’m acutely aware of the customer experience. It is my job after all, to make sure my clients are getting top level service and support. So, from minute one of any interaction with a company, I am watching how they interact with me, the customer and what I can ultimately learn from my experience and bring back to ICC and implement.
When I see a company that goes out of their way to make me feel appreciated, I pay attention and take notice. One such experience I’d like to share with my readers.
I recently joined o2 Fitness, a chain based mainly in the South Eastern region of the United States.
Upon joining, I immediately received a call from a personal trainer asking me to meet to discuss what my goals were, evaluate my ambitions when it comes to my health and to ask how they can help me achieve these goals. They walked me through every aspect of the gym experience, all the while showing excitement and pride in their brand.
Even though I consider myself a seasoned gym goer, I truly felt like I had made the right decision. Not an easy feat when you just signed a year’s contract, right?
No buyer’s remorse. Why you ask? Because, they convinced me that I made the right decision!
They immediately showed me what I call, my 3 C’s of customer service: Compassion, Commitment & Comradery.
When we seek a new business relationship, we seek compassion. We need to be assured that our partner is conscious to our needs and is willing to work with us to achieve a common goal.
We seek a committed partner, someone who will work tirelessly to achieve those goals.
We seek camaraderie, a feeling of inclusiveness, of being one part of a whole of this new business relationship.
I know that if we apply the 3 C’s of customer service to every client, just as o2 did for me recently, we can make sure each and every client is thrilled that they signed on the dotted line.
ANJr
Anthony Nuzio, Jr., Chief Client Officer
Email: anuzio@icclogistics.com
Phone: (910) 274 2564
to receive our FREE white papers: