Trase Miller – Beloved
Posted by scott bell on Fri, Oct 21, 2011 @ 01:08 PM
This past week all Trase Miller employees were invited to a 25 minute meeting. The meeting was a follow up to our Manager’s Quarterly forum on Quality. The mini meetings had several related themes and messages. Quality was the central theme.
We shared a few laughs but more importantly we shared a few “ahaaa” moments. It’s entirely refreshing to do these kinds of meetings which serve as pulse checks. And based on feedback of the meetings, all is well in the hearts and minds of our frontline agents.
“I Love You MORE THAN My Dog” is a business book that has been making the rounds in the customer service industry for a few years now. Written by a veteran of customer service and contact centers, we love the premise of the book and author Jeanne Bliss’s perspective:
“Congruence of heart and habit form the backbone of beloved companies”
Very cool, right? We have our own corporate culture, identity and abiding tenets that we live by. And our agents project all this good stuff on every customer interaction. Our customer/consumer facing persona reflects our own high standards of quality as well as the unique brand attributes of our clients. One major airline client has us respond on the customer’s terms to any change request for any reason at any time. Another major airline client has one of the most celebrated loyalty programs in the history of loyalty programs which requires us to be organized in our approach in ways specific to the thinking of a brand loyal consumer.
So all this begs the question – Is Trase Miller a beloved company? We think so but if you are reading this blog and are considering our services - ask our clients....