Customer Care vs. Speed of Service: Finding the Right Balance

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

In this episode, Dr. Joseph Michelli introduces listeners to 'Service Velocity.'

This innovative approach to customer service is contrasted with the traditional notion of 'Service Speed.'

Dr. Michelli, drawing from his book The Zappos Experience – 5 Principles to Inspire, Engage, and Wow, dissects the idea that quality in service delivery ultimately outweighs mere speed.

The episode examines how service velocity is about rapid actions and ensuring these actions propel customer service in the right direction. Referencing Gallup's research, the discussion centers on the customer preference for 'better' over 'faster,' highlighting the importance of thoughtful and thorough customer service.

Listeners gain insights into balancing efficiency with customer need fulfillment, understanding customer preferences, and the critical role of feedback. The episode also explores how technology can be harnessed to enhance service while maintaining personalized care, ultimately advocating for a harmonious blend of speed, quality, and customer satisfaction.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on driving a culture of gratitude can reach out to him directly.

If you find value in this podcast, please like, rate, comment, share, or subscribe!