Four lessons your customer service function can learn from “The Royal Wedding”

by Marc Sokol on April 29, 2011

If you were among the billion or so people who watched The Royal Wedding today, the word that should come to mind is ‘Brilliant’!

And your customer service function can learn valuable lessons from the ceremony and it’s design:

1. Inclusive. Planning a wedding always leads to tough decisions whom to invite.  This couple had a clear view to include people who have made a difference in their lives, even if it be the butcher, the baker or the pub experience maker.  It says that they don’t forget about the people (or in your case, the customers) who have contributed to your success along the way.

2.  Transparency. No, not everything is transparent, but clear efforts were made to let the important actions be visible to as many people as possible. For some it was being there in person, for others it was viewing from public parks on a jumbo screen, and for others it was staying glued to the telly early in the morning. Multichannel social media tools allow you to also be transparent to your customers.  It’s not that they require identical access; rather, they require an access route that lets them feel adequately connected to your business.

3.  Intimacy.  Every commentator that I listened to this morning noted the special connection between William and Kate, the mutual respect, and the sense that they really are there for each other.  I don’t care how carefully you monitor call time in your customer support center or if your contact center is modeled after the notion of ‘fast, fun and friendly’ to keep costs down; your customers want to know that you care.

4. Optimism. The happy couple are of course optimistic, but so are the observers all over.  The optimism is simply infectious. I even expect the London FTSE to rise today simply from the sheer joy across the country. Your customer service team needs to mirror that same optimism in a way the conveys the message, “I can help you”.

Inclusive, transparent, intimate and optimistic – not a bad way for your customer service function to be described by customers and the employees themselves, don’t you think?

Marriage is about the commitment to create a future together.  Don’t you want that type of marriage with your customers?

BestCustomerConnection, by Marc Sokol

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{ 5 comments… read them below or add one }

martin hill-wilson April 29, 2011 at 1:49 pm

You are the master at extracting lessons and insight from the zeitgeist. Have nothing to add bar that I personally really enjoyed the experience, loved the beauty of it and felt proud that we do it so well

martin hill-wilson recently posted..Mobile Customer Engagement

Marc Sokol April 29, 2011 at 4:24 pm

LOL! Thank you, Martin. You put a smile on my face!

Adrian Swinscoe May 4, 2011 at 4:13 am

Hi Marc,
As Martin says what a great way to pull lessons from what turned out to be a global event. I, for one, was one of a few that decided to be absent that day and was up a mountain.

Thank you for making sense of the day for me in absentia 😉

Adrian Swinscoe recently posted..Do leaders need to drink more to increase employee engagement

Pearl May 6, 2011 at 8:04 am

You know, the ability to make someone feel as if they are personally appreciated, whether invited/included/called by name, is important no matter what you do. Speaking from my own experience, particularly as my role has always been one of support, I’ve worked for places that fail to recognize the importance of those that serve. I got the feeling watching the wedding that these two — and the people they surround themselves with — know how to look you in the eye, acknowledge your presence. They both give the impression — without being smarmy — of knowing how to clear plates/fill glasses, file, run copies, work with and for people. It’s charming and invigorating…

Pearl recently posted..What’s Wrong with Room-Temperature Gin

Marc Sokol May 6, 2011 at 8:20 am

Hi Pearl,

Nice observation! One of my British friends sent me a message on the irony of The Royal Family: “We used to serve them, now they serve us!” However you view it, when those with formal authority try to have a genuinely caring relationship with those who support them, good things are going to happen within the business and for customers of the business.

You will enjoy a post I wrote about a company that really does appreciate those who serve.


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