The Customer Service Waggle Dance

Almost a year ago I started writing my blog and my book, Thrive with the Hive; it is funny how it has evolved in a year. When I first started the book I wanted to talk about the 4 Pillars of Customer Centric Businesses, after 12 months working on it, I actually turned the whole book around and decided to describe my 10 simple steps for Successful Customer Centric Businesses; to start changing the delivering of a service to actually providing, consistently, their customers with an unforgettable experience every time they walk through their doors; I call it my Customer Service Waggle Dance.

The Waggle Dance talk” was first noted by Aristotle around 330 BC; because honey bees are social insects that live in a colony, they have to communicate with each other. Honey bees do this by using odour cues, food exchanges and certain movements so they can share important information about food sources.

Honey bees perform a group of movements, called the “Waggle Dance talk“. They do this to inform other worker bees of the exact location of the food source. Some of these locations can be up to five hundred feet from their hive, the speed and distance of the movement conveys the distance of where the food source is so other bees can find it.

When I first looked at the dance pattern which looks like a figure-eight, I couldn’t stop thinking about this circle I keep talking about, when I mentioned my 10 steps, and suddenly it just all made sense and I thought the analogy of the “Waggle Dance” was just perfect for representing my 10 top Customer Service steps.

So, here is how I use the Waggle Dance into 10 tips to follow to provide your internal and external customer with an unforgettable experience:

  1. Assess
  2. Develop
  3. Train
  4. Measure
  5. Act
  6. Feedback
  7. Consistency
  8. Loyalty
  9. Value
  10. Service Culture

Providing excellent customer service is a virtuous cycle, a complex chain of events which reinforce each other.


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