Blogging and tweeting about ACCE experiences…

I am speaking at the ACCE Conference this week in Vegas.  They call it the “The Global Gathering Place for the Call Center Industry.” I thought it might be fun to take you on the adventure with me… I will be tweeting during the day (http://twitter.com/bobfurniss) and blogging here from time to time about my experiences — what I learn at the largest contact center event in America and some details about the life on the road and the good (and bad) experiences encountered.

The morning started with a great smile and cheerful voice at Parkit X, the off-site airport parking company in Memphis. The leadership at this company must be doing something right if their employees are cheerful at 6:00am The greeting at the parking lot gate was simple and effective – smile (check), eye-contact (check), cheerful voice (check), say thank you (check).

I could talk a bit about the confusion that the airlines have created with the kiosk check-in but the lady at the US Airways check-in made the experience a good one. Mary seemed to genuinely like helping confused customers. I was able to grab a bulk-head seat with more room for my legs and laptop so that was a bonus!

As I boarded the plane the flight attendant passed the same simple service test – eye contact, a heart-felt welcome and a smile.

Many airlines  continue to stuggle with poor service and several have announced a new focus on service.  Perhaps the programs at US Airways is working.

Have you seen the video posted by an unhappy United Airlines customer? To date, this video about his baggage issues (click here for video) has had more than 5.6 million views. For years I have told frontline employees that if a customer has a bad experience they will tell nine to ten other people – but not any more. Today, with Twitter, blogs, and Facebook, they have the ability to tell thousands. And if they do it with some flair on YouTube like the above mentioned video, they have the ability to tell millions.

Question: Do your employees truly understand the impact that one poor experience can have on your company brand? Try this – go to search.twitter.com and put in your company name with words that describe poor service (bad, horrible, unhappy, etc.) and see what the world is saying about their experiences with your company.

The conference starts tomorrow.  Just checked in at Mandelay Bay.  Seriously, could the hotel be in bigger?  My room number has five numbers (I think it has something to do with needing a zip code to find your room)…

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