Providing “exceptional customer care” seems like a no-brainer, but I’m always curious by what that term means to people. It goes back to the old saying, “actions speak louder than words.” We are all in the service of others – it’s what makes this world go around, and what differentiates us is how we choose to stand out from the crowd.
Over 90% of how we communicate is through nonverbal cues such as gestures and facial expressions, so you can imagine how there is nothing more valuable for connecting with our IBM colleagues, partners and customers than attending IBM InterConnect and engaging with them face to face.
There was buzz all around InterConnect about Rocket. What solidified it for me was the clear and consistent message I was hearing from customers about Rocketeers and how genuine and easy it was to engage and have conversations with us. Customers enjoyed sitting at our community café with Rocketeers and learning more about us and what solutions we could offer them.
At our 25th anniversary party I had the pleasure of chatting with a customer from MetLife who shared some of his experiences at the conference with me. He had spoken with a number of Rocketeers throughout the week and he told me that by the end of the week, it was meeting Rocket that had made the show worthwhile for him. That’s the essence of being Rocketeers: we took the time to sit and listen to him and offer solutions to meet his needs. We were direct and honest about what we could do for him, and he really appreciated the genuine answers he received. I was thrilled to see the big smile on his face when speaking about Rocket and continuing the relationship. In particular, he told us after he met Andy Youniss, “I have never met a CEO more genuine and down to earth; he took the time to sit and talk with me, and really listened.”
As we continue to thrive through technology and all of the amazing things that are happening digitally, I am a true believer that nothing will ever be able to replace human interaction. This is what we need and will continue to drive our success as we move forward.
Latest posts by Jocelyn Woodrow (see all)
- IBM InterConnect 2015: listening to our customers - March 2, 2015
- IBM InterConnect keynote: Smarter process–reinventing business operations in the digital era - February 24, 2015
- How we reimagined the customer care experience at Rocket - January 16, 2015