Innovative Service and the Rules of Combat


flagThis week we celebrate Memorial Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

Several years ago Logan Graves posted the “Rules of Combat” out on his website. We filed the clever set of rules away but recently dusting them off for a fresh look at innovative service. Here are a few of his rules.

  1. The easy way is always mined. There is an adage that goes “only dead fish swim with the current.” Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Today’s customers are bored with pretty good service.
  1. No combat-ready unit ever passed inspection; no inspection-ready unit ever passed combat. Innovative service is scrappy and provocative. It focuses on what works, not on what’s cute. The ‘function over form’

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Do You Trust Your Customers?


Sealing a deal!

For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and is the key to building LOYALTY which drives ADVOCACY and GROWTH!

Understanding the customer’s journey through their entire experience with our organization from their point of view 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 provides us with an opportunity to design and deliver the kind of innovative customer experiences that drive advocacy and spur repeat purchases! Are there opportunities at key touch points to demonstrate to your customer that you trust them? Are you making the most of these opportunities or are you sending signals that you don’t trust your customers??

Chimpanzees engage in the tradition of grooming. It is a social activity […] Continue...

Have You Hard Wired Service Recovery into Your Organization?


jCustomers today are Fickle–much quicker to leave if unhappy.  They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service.  The hype of a brand name means little in deterring the disappointed customer’s exit. This means we need to become experts at fast, effective service recovery when customer disappointment occurs if we are to have a chance at preventing customer churn.

We love Faconnable! Not only do we enjoy their high quality apparel, we value their over-the-top customer service. And, one of our most recent discoveries is their back-up plan built into the service experience.

Chip bought a navy blazer at the Faconnable store in New York City. Like most fine jackets, it came with a package of spare buttons. And as usual, Chip tossed the small package in his sock drawer and forgot about it. That is, until he lost a button on one of the jacket sleeves. Without the slightest ounce of […] Continue...

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