Oct 10

How empathy transforms customer engagement.


How to find the best AUCKLAND arrival experience and enjoy a memorable entry to New Zealand presented by Simon Young 杨瑾鸿 and introducing Sharon Stewart and Love My New Zealand - see how love and empathy can transform customer experience. #auckland #tourism #newzealand #china #chinamarketing #wechat #weibo #douyin https://mp.weixin.qq.com/s/DScYsoPkX5LJmcTwm6BAPw

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  • I am passionate about the brain and heart feeling the same thing at the same time in service to your client . Not many people can achieve this but if you can, then the result is the privilege of looking after a client to the highest level and the end result is a successful and highly regarded customer relationship reputation. It didn't happen for me overnight. In fact it took forty years to perfect my craft. Please do not let this time frame put you off though as I consider myself a slow learner and I am sure you are much faster. So I hear you ask, what do you mean the brain and heart and the smile needs to reach reach your eyes? What is this poppycock you speak of? Well, have you herd the saying, "the eyes are the gateway to the soul?" Have you ever waited patiently in a line to be served, only to finally have the opportunity to tell the server what it is you want and it could be anything from a pizza, withdrawing money from a bank, ordering a vehicle service or making an appointment with your doctor. Have you experienced the moment where you look into the server's face and they might even impart a small smile but it is cold and there is no warmth. Or maybe an automated response from a human who is simply told what to say each time they are asked a question. Maybe you have experienced the uncomfortable feeling of having one message related by the face, but the eyes say something different. They don't really want to be there. They are dis-engaged. They are not rally interested in you. This in my experience has become our norm today where exceptional service has to be sought out, not a gift just because you might be a customer. In my humble experience, I myself have been subjected to this feeling numerous times but since operating my tourism company as well as being a business tourism advisory here in Red Circle Network, I have learned the skill of not only not allowing a frustrating thought to reach my eyes but in fact taking the customer experience to the next level by being completely in tune with my guest and making sure that I don't even feel the dismay, the frustration, the emotion that can cause a flicker in the eye. I learned that the true experience for the visitor comes from my own experience of being in the moment that belongs to them not us, but we are privileged to share in. Listening is a key skill to being on the same page. After all, it is the guest's experience not ours. Being in the service of someone else is an honour and not many people today understand that concept. It is like being a plumber but saying you hate taps that leak. Being in a service industry means being in the service of others and we have to love it and feel it. Going the extra mile can be such a valuable addition to your arsenal of perfection when it comes to wooing your guest for years to come. However, warmth is key! Warmth is a connection, an invitation to come inside and be my guest, To warm yourself by my fire. To be with a friend who wants to help. I love meeting the guest who is initially a little cool. They don't trust me, they have only just met me. I love the end of the day when we have become friends. They have seen my service, my honour to them, my warmth and care. Never do I allow my eyes to give any other message than I am in your moment, I see you, I hear you, I am here to deliver what you have asked for. The business that needs to deliver a customer experience should be focused on how that experience feels for the recipient who has requested it. My gift to you as a deliverer of experience, a curator, a conduit.......take the higher challenge. Deliver the eyes of warmth but take it a step further and deliver the delight the guest would never expect. The kindness, the gesture, the legacy you leave them with. Sharon writes about the luxury of an experience as a connoisseur of luxury experiences for discerning guests to her home country New Zealand. 我对大脑和心脏在为您的客户服务的同时感受到同一事物充满激情。没有多少人可以做到这一点,但是如果可以的话,那么结果就是特权,可以最高水平地照顾客户,最终结果是成功并获得高度重视的客户关系声誉。 对于我来说,这不是一夜之间发生的。实际上,花了四十年来完善我的工艺。尽管我认为自己是一个学习缓慢的人,但请不要因为这个时间而耽搁您,并且我相信您会更快。 所以我听到你问,你的大脑和心脏以及微笑传到你的眼睛是什么意思?您说的这是什么poppycock? 好吧,您是否曾耐心地排队等待服务,才终于有机会告诉服务器您想要的东西,可能是披萨饼,从银行提款,订购车辆服务或赚钱的东西。与您的医生预约。 您是否有过看服务器面部的机会,他们甚至可能露出淡淡的笑容,但天气寒冷,没有温暖。或者,也许是一个人类的自动回复,而每次被问到这个问题时,他们都会被告知要说些什么。也许您已经经历过将某条信息与脸部联系起来的不舒服感觉,但是眼睛却说出了一些不同的话。 从我的卑鄙经历中,我自己经历了无数次这种感觉,但是自从经营我的旅游公司以及在Red Circle Network担任商务旅行顾问以来,我学会了不仅让沮丧的想法传承的技巧。我的眼睛,但实际上是通过与客人保持完全一致来确保将客户体验提升到一个新的水平,并确保我什至不会感到会引起视线闪烁的沮丧,沮丧和情感。 我了解到,访客的真正体验来自我自己的经历,即在属于他们的那一刻而不是我们,但我们有幸分享。聆听是与他人保持同一页面的关键技能。毕竟,这是客人的经历而不是我们的经历。为他人服务是一种荣幸,如今没有多少人理解这一概念。这就像是水管工,但说您讨厌漏水的水龙头。服务行业意味着服务于他人。在吸引客人数年的过程中,加倍努力可能是对您的完美武器库的宝贵补充。但是,温暖是关键!温暖是一种联系,一种邀请进来成为我的客人,用我的火使自己温暖。和想要帮助的朋友在一起。 我喜欢见到很酷的客人。他们不信任我,他们只是认识我/我爱我们成为朋友的一天的结束。他们看到了您的服务,对他们的荣誉,温暖和关怀。除了您当前的时刻,我再也不会让我的眼睛传达任何其他信息,我看到你,我听到你,我在这里是为了传达你所要求的。 需要提供客户体验的业务应集中在对请求者的感受上。 我作为经验的传递者,策展人,指导者给您的礼物……承担更高的挑战。传递温暖的双眼,但又向前迈进了一步,传递了客人从未期望的愉悦。您留下的善意,手势和遗产。 莎朗(Sharon)讲述了一种奢华旅行的经验,她是到她的祖国新西兰旅行的鉴赏家。
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