Marketing impact – A couple of months ago Forbes published an amazing interview with Sir Richard Branson revealing 7 important customer service secrets.
Why is Richard Branson’s brand Virgin considered the ‘Gold standard’ in customer service? What makes the employees and the management team at Virgin go above and beyond to satisfy customers?
Marketing Impact with Virgin Group Founder Sir Richard Branson
The Secrets Behind An Exceptional Customer Service
Source: Forbes, YouTube
Here are the 7 customer service lessons Richard Branson shared with us in his video:
Constantly ask customers, employees and other stuff members for feedback. Richard Branson keeps a notebook where he writes down the opinions and the feedback he received. A good leader doesn’t hide behind his desk.
2. Express a passionate commitment to customer excellence.
Excellent customer service is key to success regardless of the niche you’re in. USP and differentiation is essential. “Everything comes down to customer service in the end” says Richard Branson.
3. Your employees are your greatest asset.
Customers like to fly Virgin not only because of the amazing features the planes offer (eg. leather seats, great entertainment devices) but also due to the friendly crew. The quality of the interaction between passengers and Virgin’s employees plays a major role.
4. Attitude is crucial when applying for a job at Virgin.
The company is looking for ‘glass half-full people’ according to Virgin America CEO, David Cush.
5. Empowerment – Empower your employees.
Employees are invited to use their imagination and creativity to solve problems.
6. Engage in social media and be authentic.
Richard Branson is a big fan of authenticity and that’s why he loves to send out his own tweets.
7. Have fun, have a sense of humor.
Have fun and stop taking yourself too seriously.
In Richard Branson’s world customer experience is EVERYTHING.
What does customer experience mean to you? What strategies do you use to maximize your marketing impact?