$ervice With a
$mile
Although it’s something of a mantra
for students who spend their summers
bagging groceries, flipping burgers and
folding jeans, that old customer service cliché — “The customer is always
right” — is no longer exclusive to grocery
stores, fast food restaurants and shopping malls. Instead, it’s a phrase that
organizations of all sizes, scopes and
industries should take to heart, suggests
a recent survey by American Express.
Released this summer, the American
Express Global Customer Service Barometer found that in today’s economic
environment, quality customer service
is deemed important by 61 percent of
American consumers, who say they’ll
spend an average of 9 percent more when
they believe a company provides excellent service.
"Many consumers say companies
haven’t done enough to improve their
approach to service in this economy,
and yet it’s clear they’re willing to spend
more with those that deliver excellent
service — suggesting substantial growth
opportunities for businesses that get
customer service right," says Jim Bush,
executive vice president of world service.
"It’s important to see customer service as
an investment, not a cost.”
While 91 percent of Americans con-
sider the level of customer service impor-
tant when deciding to do business with a
company, only 24 percent believe compa-
nies value their business and will go the
extra mile to keep it, according to Ameri-
can Express, which found that only 37
percent of Americans believe companies
have upped their customer service game
during the downturn.
Fountain of
Youth
With baby boomers retiring by the millions, Generation Y — those born in the
1980s and after — is the fastest growing segment of the workforce. Knowing
what excites and engages these emerging
professionals therefore is key for employers that want to attract and retain the
best young talent, according to Michigan
Society of Association Executives member Amanda Toy, sales manager for the
Westin Book Cadillac Detroit, who offers
the following tips for attracting young
association professionals:
1. Create a positive working environment: Google, rated one of the top
companies to work for, according to
CNN, has a game room that employees can enjoy during lunch or escape
to on stressful days when they need
to unwind. Try adding a pool table to
your break room; a small investment
could stimulate a large increase in
productivity.
2. Be flexible: Unlike their parents,
who grind out their work day in and
day out, this generation wants to
know flextime is an option. They
would rather get paid a little less
in exchange for a weekday off when
they are ready to take a trip or spend
