A goals meeting with my manager…what should the First Impression Team focus be in 2009? A quick look through reading materials, blogs and e-newsletters takes me down a customer service resolution road. It appears every writer in the world, from Canada to The Netherlands to South Africa, has a take on what customers want.

According to all these thought leaders, creating value for you in 2009 consists of putting resources into social networking, offers and discounts, as well as revamping entire experiences and touchpoints, sending more surveys and increasing tracking. More cross-functional teams need to be created and CEM needs to be employed to our CRM. Employers need to spend more time supporting their support people, reading metrics and requiring accountability. Time needs to be spent in more meetings and overhauling processes and procedures.

Rising above the rest, Rory Sutherland of the Ogilvy Group puts it all in perspective. Inspire internal and external customers without taking a lot of time, without buying a lot of new tools. A customer experience practice that can be seen and heard — and that benefits the giver as well as the receiver. A Smile Costs Nothing.

So, there you have it. First Impression Team 2009 goals for customer service center around this phrase. Of course, we will carefully evaluate your needs and our responses and spend time implementing better procedures and possibly even adding new tools. But, our dedication to you…to offer better service, to excite you with your experience, to wow you – begins right now with a promise  -  always a smile!