#NextLevel Service

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As the head of Services, I recognize that with every process a business installs, if the customer is not at the center of it, the process is fundamentally flawed. Understanding this concept, this year’s Services rallying cry is “#NextLevel”, and it focuses on how we can look inward, assess how we serve you, and drive improvements that elevate your experience and partnership with us.

That’s why we’ve completely enhanced our existing feedback process to ensure that you are heard, and more importantly, that you see RESULTS. You’re taking your time to provide us with advice and opportunities, we’re ensuring we utilize it. We’re taking our NPS surveys to the #NextLevel.

This past quarter, we sent out the NPS survey, requesting you to tell us on a scale of 0-10, how likely you are to recommend us to a friend or colleague. From those results, and the subsequent follow-up calls with you and your teams, we have put together several initiatives to address both immediately, and long-term, the incredible opportunities for improvement identified by YOU. Some of these initiatives are outlined below:

Visibility & Efficiency: To ensure you have greater clarity into the status of your service requests and less repeats, we’re redefining our internal Service Level Expectations to ensure more updates to your organization. We’re also improving our standards to ensure you do not spend time repeating things you’ve already provided.

Self-Service: You’ve asked to have more resources at your fingertips for help with problems encountered, so we’re focused on generating new material that is tied to requests generated by you. We’re in the process of migrating to a new Knowledgebase that allows access to training content and materials to help your business thrive along with exploring a Community offering for peer-to-peer best practice.

Presence: Ensuring you hear from us, and when you do, it’s valuable. We’re creating a quarterly newsletter dedicated to exciting news, updates on initiatives focused on you, upcoming webinars, etc.

UPPing our Game: We want you have the tools necessary to fully utilize your platform and optimize how you use it, so we’re launching a “Re-UPP (Unlocking Your Product Potential)” webinar series focused on areas of the software that you requested richer knowledge.

Payment Services: To fully equip your team to recognize the value of our Payment Services offerings from launch to eternity, we will be providing Card Account Updater FAQ documentation so you have more information on the solution and how it can improve your business. You will also see below, we are adding a “Leveraging your DPS Solution” series of webinars to our Re-UPP campaign available to all customers.

These are just a few of the initiatives we’ve launched based on your feedback to help us take our service experience to the #NextLevel.  Not only are we committed to ensuring we action your feedback from every survey submitted, we’re making those actions and outcomes visible to you! A follow-up program will be in place to ensure you can maintain visibility into these efforts and how we’re progressing towards completion.

Our rallying cry allows us to ensure we’re reminding you, with every interaction with our services team, why you chose us as your software and business partner. Our ask to you is simple, keep the feedback coming! Leverage our NPS survey (completed 2 times a year) or utilize our case closure surveys and tell us how we can continue to improve! Thank you for being part of this growth with us!

Internal Quality Service: It makes Going to Work FUN!

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Stop me if you’ve heard this one before.

Guy gets job.

Guy shows up to first day of work at said job.

Guy’s boss approaches him.

Boss: “So we know you just got this sweet new job.”

Guy:  “Yes!  I love this sweet new job!”

Boss: “How would you like to go to Disney World?”

Guy:  “Say wha…?!!”

Boss:  “That’s right!  We’re going to the Disney Institute to learn about customer service and we already bought you a plane ticket.  What do you say?”

Guy: “Is that even a question?!  I am so in!

Other than jokes about changing a girl member to a boy member in Daxko Operations, this is basically what I remember from my first day of work at Daxko.

Last week I had the privilege of traveling with the Daxko Support Team to Orlando, Florida where we attended a conference at the Disney Institute based around Delivering Quality Service.  We had a wonderful time while we were at the conference and we covered a variety of insights that had been designed by Disney to promote exceptional customer service.   The two that stick out in my mind are as follows:

The extent to which you genuinely care for your people is the extent to which they will care for your customers and each other.

An organization must cultivate internal customer service with the same intentionality as external customer service.

Though I am relatively new to Daxko, I’ve been involved with enough different businesses to sincerely appreciate the emphasis that Daxko places on internal customer service.  From sending seventeen team members to the Disney Institute, to Impact Day, to weekly Family Lunches, to scooters, etc.  Daxko believes this down to its core.

An exceptional service strategy that focuses only on the customer is destined for failure because, ultimately, external service will mirror internal service.  This is true because your internal service culture is a critical driver of your external service.  I’m literally shocked by organizations that don’t get this fundamental truth.  Satisfied workers do better work than dissatisfied workers.

All in all, my trip to the Disney Institute was great.  I learned a lot, I got a birthday cake from Mickie & Minnie, and I really got to know my coworkers.  It was a superb way to start my career at Daxko and I am tremendously excited about a future filled with quality service; both internal and external!

Nate W. is a Support Rockstar that believes that coffee is the lifeblood that fuels the dreams of champions

Service Recovery with Disney

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The gold sparkled in the sky, flashing designs that shouldn’t really be possible.  Chandeliers of color and spark slowly melted down the black sky, only to vanish before we could fully take them in.  For only a time, designs appeared for our amusement only to be gone before we could grab them.  It’s funny how fireworks do that.  They’re kind of a fleeting glimpse of obvious beauty that no one could prove ever existed.

There were 17 of us in the Daxko family that were taking in the nightly fireworks show at Disney World’s Epcot on a Tuesday night.  There was nothing between us and the show except a thin metal railing separating us from the water over which the fireworks were exploding.  It was true VIP treatment from the awesome Disney staff.  It was a great end to a situation that could have gone wrong.

But it didn’t start out like that.  A large group of us at Daxko went to the Disney Institute to learn the ins-and-outs of superb customer service from the company that practically invented it.  It was a strenuous course with SO much incredible information that is currently being applied all over the place at Daxko.  I could write blog posts for the rest of the year based solely on what we learned.

Of course, being in Disney World did have its perks at night.  And one of those was getting special VIP access to a night’s theatre of fireworks at Epcot.  We were told we would get access to a special area to watch the show unimpeded.  Matt P. had the email and everything that said it was a go.

But when they started clearing out the area, Matt asked if they had us on the list of groups that would get access.  The front line guest service, Art, uttered the answer we all hate, “I’m sorry but I don’t have you on the list.”

But let’s look at it from Disney/Art’s perspective.  You have someone telling you they were promised something and that service wasn’t delivered.  What do you do?  How would your company handle it?  Who would you talk to in order to resolve it?

But this is where Disney becomes Disney and shows us why they get to teach classes on customer service.  After MINIMAL discussion with Matt, what was Art’s response?? “I’m so sorry about the mixup!  It’s no problem at all, and we’d love to have you!”

How awesome is that?!?  This guy is a low level on the totem pole and IMMEDIATELY takes care of everything.  He doesn’t talk to his boss, doesn’t jump through hoops, etc.  Disney empowered him to make things right regardless of position.

So my question is, what are you doing to empower your people to deliver excellent service and provide “service recovery”?  Do they feel like they’re part of the mission and ready to take care of your guests?

It can be a difficult pill to swallow but look at it this way… something went wrong and I’m writing a blog post about how AWESOME Disney was, not the opposite.  After all, Art was the best part of our night and I’m pretty sure we were the best part of his.

 

Zach R. is a Support Services Specialist enduring the SEC while screaming for the Longhorns.

 

Built to Amaze

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This weekend I enjoyed the “Greatest Show on Earth,” with four of my closest friends under the age of 12. From the nose bleed section I watched as four pairs of sweet little eyes were captivated by a song, a show, a baby elephant, and a clown covered in sludge.

This particular event was named Ringling Bros. Barnum & Bailey “Built to Amaze,” and as the name implies, from start to finish, this three hours of spectacular performance, kept us captivated, intrigued and amazed.

The climax of the evening comes heralded by a troop of elephants, unicycle riding basketball players, an ever flipping group of acrobats, more clowns than a Chevy Tahoe could hold, and a flash of pyrotechnics. We applaud relentlessly and immediately begin reviewing our favorite moments.

Years of training, months of planning, and 100+ performers and crew traveling 350 miles by train, caring for 97 animals, ranging from ferrets to tigers, and working tirelessly for 16 hours brought the circus to us. Every aspect of this performance, the length of which the human cannonball will travel, the height of the tight rope, the timing of the performers entrance and exit, all is perfectly built to amaze.

Being built to amaze is a foundational customer experience principle. To provide an exceptional experience we must analyze and be intentional in every aspect of our performance. Daxko-wide, we have spent time examining our processes in this new year, with each department reviewing their successes and areas of improvements, and striving to make every moment amazing.

Enter the building to glowing multi-color art, make a call to any one of our raving fans from a Star Wars themed room, join us for lunch underneath the garage doors, listen to hundreds of members being engaged or call into support, and you will see that Daxko is built to amaze.

Chad S. is a Customer Experience Data Specialist who sees the cup as always half full- because the drinks are free!