How does customer service fit into your brand alignment?

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I recently journeyed with my parents to Rochester Minnesota to take my Dad to the MAYO clinic. I didn’t research many things ahead of time since I was working to make sure my team was equipped for success while I was away for a week.

Upon arrival, without knowing anything – I instantly realized what the Mayo Clinic is about:

Customer Service.

They claim to be America’s #1 hospital (and I don’t disagree with them), inspire hope, and contribute to health (more info https://www.mayoclinic.org/about-mayo-clinic)*. Every single interaction with someone there was friendly, delightful, and fulfilling. There wasn’t even the normal “hospital” smell between the five “medical” buildings we visited. 

And you might say, well that’s the “front of house’ job, that’s easy.”

But I can promise you, it was more than that.

  • We took a wrong elevator, a staff-only one, on accident. A random nurse found us and he looked busy. He stopped, very cheerfully asked if we were lost, and helped us find our way.
  • A guy in a suit with the title “director” on his badge, was cheerfully helping facilitate people on elevators for social distancing during the busy hour of the morning.
  • People bent over backward to move up all the appointments to make a two-four week scheduled medical journey, to only a one-two week ordeal.

 So then I have to ask the question: What were the Mayo brother’s visions and dreams?

“The aim of medicine is to prevent disease and prolong life, the ideal of medicine is to eliminate the need of a physician.”

– Dr. Will Mayo

Dr. Plummer carried this as well and my goodness he was smart (more info).

This was achieved by providing amazing customer service, which is relative to your business.

Every business has its own unique way to shine and provide excellent customer service, but it has to be through aligning your brand to the user’s journey.

That being said, here are three ways to improve the journey for the people you serve.

  • Where are you lacking in communications with your customers?
  • Ask yourself, how can I help my customers fall in love with our brand?
  • Ask yourself, which customer touchpoints could use improvements in customer service?

Not sure where to start? Reach out to us and we can work with you to make that happen:

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*The link is following Mayo Clinic guidelines for properly referring to their website

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