Valentine’s Day might be best known as a romantic day of hearts and flowers, but over the years it’s also become a day to show love to family, friends, co-workers and even pets.
It's also a chance for businesses across the country to show how much they value and appreciate their customers.
We spoke to James Scutt, Head of Customer Experience at Post Office to tell us how branches could make the most of Valentine’s Day this year.
James said: “We had a very successful Customer Service Week in October last year. The increased focus on customer service really does make a difference, so thanks to an idea by one of our Regional Managers, we’re taking the concept of Valentine’s Day and turning it into Love Your Customers week.
“We know running a business, large or small, is getting more challenging by the day because of changing customer demands and behaviours. Having the right products and services, at the right place, at the right price, is of course very important, but increasingly, people simply want a positive experience.
“We don’t always get it right, customer experience varies from branch to branch, and unfortunately we can lose customers. It’s important to learn from customers who feel haven’t been supported during their visit.
“Personal experience and word of mouth is still the strongest marketing tool out there. People remember and use strong words to share negative experiences with friends and family, more than positive experiences. In fact, according to renowned customer strategist, Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more.
“So Love Your Customers week is simple. It’s about remembering the basic but fundamentals aspects of customer experience and the key drivers, Friendly, Professional, Knowledge, Understanding, Efficiency and Expectations.”
Postmasters and branch teams can hear more about Love Your Customer week from their Regional and Area Managers next week.
You can also see feedback from customers about your own branch through Qualtrics, the platform we use to measure and view our customer experience metrics. Please speak to your Area Manager for more information if you have not already signed up for a Qualtrics account.