My latest newsletter (henceforth to be known as the Customer Experience Expert Briefing) is out: you can read it here.
On National Poetry Day (celebrated, it has to be said, with rather more enthusiasm and profile than last week’s National Customer Service Week), inspired by a brilliant website featuring pop songs re-written as Shakespearean sonnets, I decided, as a tribute both to Poetry and Customer Service, to write a sonnet on the subject of Customer Service! Based on Shakespeare’s Sonnet 18, it goes as follows:
On Productivity and Service
Shall I compare Service to a summer’s day?
It is heart-warming and more lucrative:
Sour faces chase the Customers away
And rob the Team of all they have to give:
Some companies invest, and their Teams shine,
Supported and engaged to give their best;
Whilst others scrimp on skills, and sales decline,
The latter fail the Productiv’ty test;
But our London 2012 boost must not fade:
Business – the National Living Wage thou owest!
But – one percent more effort ‘cross the trade –
By £1.43 billion will thou growest!
So long as people breathe, their eyes can see
Leaders who get it! This gives wealth to thee!