Want to improve your customer service? Why not do so by learning from the very best! A new website by two friends who love a good story about satisfying exchanges is there to do just that: start a dialogue about really good service.
We chatted with Ashley and Neha, the creators of Winning Interactions.
Tell me about Winning Interactions—what is the site, and how do you aim to help people?
Winning Interactions is aimed towards people who place a high value on customer service and are interested in learning more about fostering both offline and online communities. We’re on a mission to interview others who have the same respect for customer service as we do. The website not only showcases businesses who demonstrate customer service excellence, but also personal stories from individuals telling readers what has inspired their own customer service philosophies. We want to be a source that other businesses can not only trust, but also turn to, when they’re seeking out more information in regards to best customer service practices. We hope that by having this information available online, we’ll be able to spread the word on what makes up a winning interaction in the eyes of different people.
What inspired you to start Winning Interactions?
We created Winning Interactions with one goal in mind: to recognize individuals and organizations that were delivering noteworthy client experiences. Our inspiration to start this website stemmed from our daily interactions—the small ones that often made the biggest impact. We realized that there wasn’t a true platform out there featuring customer service leaders, so we made one!
What, in your opinion, makes for a #winninginteraction?
For us, a #winninginteraction really comes down to the basics: listening, understanding, and adding value. What we mean by this is: listening to what the customer needs, understanding them, and adding value over and above what they expect.
Why, in your opinion, is customer service so important for small business owners?
We have heard time and time again the struggles most small business owners face. With changing consumer trends, varying demands and economic instability, the future for small businesses is never guaranteed. It was because of this reason we wanted to create something that entrepreneurs could turn to for personal experiences surrounding customer service. We want to show entrepreneurs how other businesses in the Vancouver area thrive. We have learned firsthand that feeling valued as a client means transcending the usual, “hi, how are you?” conversations. When we look back on our memorable customer service interactions, they all share the common theme of someone doing something that they didn’t have to and treating us like we mattered.
With so many options available to consumers, it’s becoming increasingly important that interactions with clients are ones that’ll keep them coming back for more.
What tip have you gleaned from your favourite story of top notch customer service?
First impressions matter. These days, even if it’s checking out a new place to eat, we’ll go online to read reviews or look at the menu. Our first interaction with this restaurant is online. If we see negative comments or a website that hasn’t been updated in quite some time, we tend to start forming a negative perception around the restaurant without even having visited it. This goes to show the importance of each touchpoint a customer will have with your brand. Everything from your company’s Facebook page to the business’ Instagram profile is a reflection of what you stand for. If people are commenting on posts and you’re choosing to ignore them, that comes down to you providing undesirable customer service. At the end of the day, we’ve come to realize that top notch service means being there for your customer before, during and after a purchase.
Discover helpful resources and inspiration for creating great experiences for your customers on Winning Interactions.