Monitoring Your Customers’ Journey in “Real Time”


GPSCustomers are changing rapidly and keeping up with customer expectations in a world where nobody wants to complete another survey can be very challenging! Research shows 93% of Americans say organizations fail to exceed their customer service expectations and 60% of customers have higher expectations for customer service now than they did just one year ago. Today the customer tells us it’s all about the experience. 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! Understanding the customer’s journey through their entire experience with our organization from their POV is absolutely critical to success in today’s very competitive environment. Examining the key moments of truth that occur at important touch points in that journey to ensure the customer experience is exceeding expectations on a real time basis provides us with an opportunity to design and deliver[…] Continue...

Service Still or Service Movie?




Customers today have raised the bar on their expectations for the kind of experience you consistently deliver. 93% of Americans say they are dissatisfied with the level of customer service they receive. What a great opportunity for those organizations ready to take their customers’ breath away with over the top service!

Taking pictures is so different today with the “everyone has a camera” smartphone. You can now catch those special photogenic moments formerly missed with the “go get the camera” delays. But, the coolest part of today’s camera-in-a-cell-phone is the capacity to shoot stills or movies simply with the touch of an icon. When kids or grandkids stop posing, there are those precious authentic moments generally worth the wait. Watching the movie that can follow a posed portrait can bring a parent or grandparent immense pleasure.

Service is a lot like picture taking with a smartphone. Customers can see a posed still[…] Continue...

Does Your Service Have an Emergency Backup Capability?


power generatorCustomers have changed! 60% of customers have higher expectations for customer service now than they did just one year ago. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle—quicker to leave if unhappy. Forty four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! It means we have to have a powerful service recovery capacity to fix things quickly when they go wrong.

The dance competition was going great! Little girls (and a few boys) had traveled with their cheerleaders, coaches, and parents to hear the ultimately pronouncement, “And, the winner of first place in the lyrical 7-9 year olds category, a high gold goes to….” The stage was littered with trophies. The auditorium was packed with mothers who were vicariously on the stage. The familiar Strauss waltz started[…] Continue...

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