Vivek Saha (He/Him/His)’s Post

If you are asked, while facing customer complaints. How could you turn their feedback into problem-solving solutions? I would suggest viewing their feedback as an opportunity to improve, than seeing it as a threat. Listen attentively, empathize with their concerns, and ensure immediate resolution where possible. Then, analyze recurring issues to identify patterns and implement long-term changes, whether in service, menu offerings, or staff training. By involving the team in this process, one can create a culture of continuous improvement, ensuring that we address root causes and enhance the overall guest experience. What’s your take on this?? #Hospitality, #hoteloperations, #HospitalityLeadership, #HospitalityBusiness #HotelProfessionals, #HospitalityExcellence, #HotelMarketing, #HospitalityExecutives, #HospitalityCareers,#NetworkingInHospitality #LeadershipInHospitality, #ConnectWithLeaders, #HospitalityConnections #HospitalityInnovation

📢Katy Jones, former Chief Customer Officer at Trustwell, a leading food and supplement industry solution provider, has just been appointed as the company’s new CEO!🎉🎉 ➡️https://lnkd.in/gHCymsZB This promotion shows the growing importance of Customer Success in driving company growth and innovation -YAY!! Katy’s journey at Trustwell started as Chief Marketing Officer and COO before her promotion to Chief Customer Officer. This trend of CCOs being promoted to CEO positions is not exclusive to Trustwell. As companies focus more on customer satisfaction and loyalty as key drivers of success, the CCO role is gaining importance—paving the way for career progression up to the CEO level. Moreover, the promotion of CCOs to CEO positions sends a strong signal to all other industries and businesses about the importance of the Customer Success profession. So …what do we say? Gooooo Customer Success!! 🚀 We wish Katy all the best in her new role! ----- I wrote about why it matters for Customer Success, in my weekly newsletter, The CS Cafe. Join 2,600+ Customer Success leaders and practitioners. Subscribe now for exclusive insights and get ahead of the latest industry updates! ➡️https://lnkd.in/gHCymsZB #customersuccess #customerexperience #cx #cco #ceo

🤷♂️ Have you ever found yourself hesitant to try a new restaurant or purchase a product online until you've read a few reviews? This common scenario highlights the significant role customer reviews play in our decision-making processes. They are essential for building trust and driving business success. 🤞 💡According to Nextiva, 76% of people regularly read online reviews for local businesses, and 89% of users make a purchase within a week after researching reviews. Additionally: ✔𝗣𝗿𝗼𝗱𝘂𝗰𝘁𝘀 with even a few reviews are up to 270% more likely to sell. ✔𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 spend 31% more with businesses that have excellent reviews. ✔𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 with numerous positive reviews often rank higher in search results, improving visibility. ✔68% of consumers do not 𝘁𝗿𝘂𝘀𝘁 a high rating unless there are many reviews to back it up. However, 𝗿𝗲𝘃𝗶𝗲𝘄𝘀 are not just about showcasing the positives. Negative reviews, if handled correctly, can improve customer trust. Addressing them transparently shows that a business cares about its customers and is committed to resolving issues. According to Tidio, 45% of consumers are more likely to visit a business if it responds to negative reviews.😊 The value of customer reviews extends beyond immediate sales. They provide businesses with invaluable feedback, helping them identify strengths and areas for improvement. This continuous feedback loop can enhance overall customer experience. Just as you rely on reviews to make informed decisions about new restaurants or products, potential customers depend on reviews to choose your business. #throughcustomerseyes #customerexperience #Travellerexperience #MemorableJourney 🔔 Follow me on LinkedIn for more Readings & Stories about Customer Experience and during the week-end about Everyday Leadership and the Coaching Mindset. ➡️ https://lnkd.in/eRNX7eCh

💡 What does it truly mean for a company to be customer-centric? 💡   In my view, the real test lies in how an organization manages to close feedback loops and address customer complaints. 🤝 These critical interactions often involve front-line employees whose conduct reflects the company’s underlying culture. Indeed, while it's often said that "happy employees make happy customers," the impact goes deeper—it's the organizational culture and environment that shape employee behaviors and influence their responses to customer needs. 🤔 Consider a storyline from the HBO series The White Lotus 📽 , which brilliantly illustrates these dynamics. For those unfamiliar, The White Lotus is a captivating drama set in luxurious resort hotels, with each season unveiling a mysterious narrative—beginning with a murder and ending with its resolution. Specifically, in Season 1, there is a poignant conflict between a hotel manager and a honeymooning couple, which escalates due to a critical room booking error admitted internally but not to the customer. This situation spirals as the manager attempts to mislead the customer, failing to recognize the client's expectations and emotional state. ⚡ This narrative serves as a powerful example of where customer engagement can go wrong. The manager's initial refusal to acknowledge the mistake and the subsequent insincere handling of the situation only exacerbated the conflict. ❗From a professional standpoint, this highlights the importance of transparency and empathy in customer service. ❗ Acknowledging errors, understanding the customer's perspective, and offering genuine, valuable resolutions can significantly mend and even enhance customer relationships. In our roles, how often do we reflect on the sincerity and effectiveness of our responses to customer feedback? Are we ensuring that our actions not only resolve conflicts but also build trust and loyalty? #voc #voiceofcustomer #feedbackloop

🌟 Why Attention to Detail Matters 🌟 In our fast-paced world, it’s easy to miss the little things. But those little things can make a big difference. Attention to detail isn't just about avoiding mistakes; it shows you care about your work and the people you serve. It’s what separates good from great, and turns satisfied customers into loyal advocates. Here’s why paying attention to the details is so important: 🔍 Accuracy: Fewer errors mean higher quality. 👥 Customer Satisfaction: Builds trust and makes for happy clients. 📈 Efficiency: Saves time and makes processes smoother. 💡 Innovation: Thoroughness often leads to better ideas and solutions. When we make attention to detail a habit, we elevate our work and set new standards of excellence. Let’s appreciate the small details that lead to big successes! 🎉 #AttentionToDetail #ProfessionalGrowth #CustomerSatisfaction #QualityMatters #BusinessExcellence #Leadership #Success #WorkEthic #CustomerExperience #Innovation #TeamWork #BusinessGrowth #Professionalism #AttentionToDetail #Focus #DetailOriented #Excellence #Productivity #Trust #ClientSuccess #HighStandards #Mindfulness #Precision #AccuracyMatters #Consistency #Thoroughness #Dedication #Commitment #BestPractices #ContinuousImprovement

Friday thoughts As we wrap up another week, let’s draw inspiration from the heart of our success: customer centricity and operational excellence. please understand that the homework will always be there at every stage and different level, even while you are progressing but These two pillars not only define our purpose but also drive our progress, innovation, and growth. Customer Centricity: The Core of Our Mission Putting the customer first is more than a strategy; it's a mindset. It means understanding their needs, anticipating their desires, and exceeding their expectations. When we center our operations around the customer, we foster loyalty, trust, and a sense of community. Remember, a happy customer is the best business strategy of all. Operational Excellence: The Engine of Our Success Operational excellence is about creating an ecosystem where efficiency meets quality. It's the pursuit of continuous improvement, striving for perfection in every process and product. By streamlining operations, we reduce waste, increase productivity, and deliver greater value to our customers. Excellence in operations isn't just about doing things right; it's about doing the right things, excellence is about attention to detail. Synergy of Customer Centricity and Operational Excellence When customer centricity aligns with operational excellence, magic happens. This synergy ensures that every action we take is both effective and efficient, resulting in unparalleled customer satisfaction. It’s about being agile and responsive while maintaining the highest standards of quality. Friday Takeaway As we step into the weekend, let's reflect on how we can better serve our customers and refine our operations. Let’s commit to listening more closely, acting more decisively, and innovating more boldly. Together, we can build a future where our dedication to customer centricity and operational excellence sets us apart. Have a fantastic Friday, and let’s keep pushing the boundaries of what we can achieve! #CustomerCentricity #OperationalExcellence #Inspiration #Motivation #FridayThoughts #ContinuousImprovement #CJLogistics #Wedesignlogistics

A lunch date with a friend had us reflecting on the time we worked together at a hotel. We immediately remembered the sense of empowerment and autonomy that came with being trusted to make on-the-spot decisions to handle any customer concerns. They had a policy that granted every employee $200 per customer transaction to resolve issues. It didn’t matter if you were a line worker or management, you were given the ability to quickly make things right with a customer without needing to escalate or seek permission. This approach not only enhanced my problem-solving skills but also instilled a deep sense of ownership and responsibility in me. I felt personally invested in ensuring each guest left satisfied, knowing that I had the resources and authority to make it happen. From an employer's perspective, this autonomy led to many benefits. Employee morale was high, turnover rates were low, and customer satisfaction was high. This culture of empowerment fostered a collaborative and innovative environment where everyone was committed to delivering exceptional service. Looking back, this experience has shaped who I am today, both personally and professionally. It taught me the importance of trust, autonomy, and creativity in the workplace. It showed me that when employees feel valued and empowered, they become passionate advocates for the company, driving success from within. Do you have any past experiences that has shaped who you are today?

The Unsung Heroes of Every Organisation We recently organised a program on CX. After many years away from my role on the front lines, I’m reminded just how much weight they carry for an organization. 😎 They absorb the impact of internal inefficiencies. When things don’t work as they should—whether it’s a broken process, unclear communication, or lack of resources—it’s the front liners who bear the brunt of customer frustration. They smooth out the bumps, maintaining professionalism even when they’re left with little support. 🦾They stand strong in the face of frustration and even physical threats. We face the full spectrum of human emotions—often from people who are already frustrated by circumstances beyond our control. They’ve had to endure verbal abuse, and in extreme cases, even physical threats like being thrown hot coffee or enduring aggressive behavior. This is not just customer service—it’s emotional labour. 🤨 They hold the line during crises, internally and externally. When a crisis hits, whether it’s internal system failures, major public relations issues, or emergencies, it’s the front liners who manage the frontline chaos. 🌈 They find hope when no solutions are available. When customers demand solutions that don’t exist or answers that haven’t been provided, they are the ones who must dig deep and find alternatives. They become problem-solvers, even in situations where there seems to be no clear path forward. Thry provide a sense of assurance, hope, and care to customers. Hence organisations, if you want to keep retaining CX talents - build a culture of; 🌟 Investing in their growth – the tools, training, and support they need to thrive. 🌟 Recognising their efforts – Regular acknowledgment and meaningful appreciation go a long way. 🌟 Celebrating small wins – daily victories in customer service make a big difference in their success. Front liners are the beating heart of customer satisfaction. Time to rethink your employee retention strategies. #CustomerService #FrontlineHeroes #EmployeeRecognition #Leadership #OrganizationalSuccess #leadwelltrainingacademy

Da Ta! 𝗜𝗺𝗽𝗿𝗼𝘃 𝗖𝗫: “𝗧𝗵𝗲 𝗗𝗼 𝗪𝗵𝗮𝘁𝗲𝘃𝗲𝗿 𝗜𝘁 𝗧𝗮𝗸𝗲𝘀” 𝗦𝗲𝗿𝗶𝗲𝘀!  The first one: 𝘎𝘪𝘷𝘦 𝘵𝘩𝘦𝘮 𝘵𝘩𝘦 𝘧𝘳𝘪𝘨𝘨𝘪𝘯𝘨 𝘣𝘢𝘨!! In this video, I give a simple example of how to be positively spontaneous when a customer asks for an extra bag. Dear Managers, I want you to make a gazillion dollars. And the only way I’ve seen it done repeatedly is by empowering your frontline to do whatever it takes on the spot to make the customer happy. Of course, you can get boundaries. Trust me, your employee is NOT going to give away the store. Why? Your retail clerk, team member, whatever you call them, gets very possessive about your stuff.  They haven’t been trained to like the customer. Yeah, that needs to be taught. So you’re the one who needs to be enthusiastic about your customers and sincerely want to please them.  Of course you are! Please do not assume that your team member gets it!  It’s sooo much fun when everyone is there to spread joy and not make it just another transaction. Empower them. Let them give them the frigging bag, without missing a beat and with a smile. Please watch the video below to learn how to transfer the wonderful feeling that 𝘀𝗲𝗹𝗹𝗶𝗻𝗴 𝗶𝘀 𝘀𝗲𝗿𝘃𝗶𝗰𝗲. It includes different scenarios to use as examples for your team. Let me know what happens when that small gesture becomes part of your audacious and delighting Customer Experience.  What's your experience with empowering frontline staff to make on-the-spot decisions? #CustomerExperience #RetailManagement #EmployeeEmpowerment #ImprovisationTraining #CustomerService