How Much Service Freedom Do You Offer Customers?


cattle grazing

Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.” But, when the time comes for cows to be transported to market, herding can become a challenge. It starts out rather peaceful; but, as cows are moved from the open pasture into small holding pens and then forced to go into a loading shoot and onto the truck, it requires electric prods to convert their revolt into compliance.

Our culture is all about freedom. Customers enjoy “grazing” in the fields of choice. Today’s wired and dangerous customers relish having countless options and enjoy the security of personalization. And, when they are prodded to follow a lock-step freedom-limiting path, they quickly leave the herd for greener service pastures. When they have no option, they find loud,[…] Continue...

Are You Keeping Up with Customer Expectations?

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bicyclesCustomers are different today! Their ever changing expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty even in an environment of customer expectations that change at supersonic speed! Everyone lives in a wired 24 x7 x365 world today where customers expect us to keep up with their needs and desires and to change our experiences as well as offerings to meet their rapidly changing demands.

The downside of a vacation at the beach can be eating way too much seafood, especially if you happen to be a lover of delicious fare from the deep! A popular antidote to weight gain from beach banquets is to rent a bicycle for a long ride along the shore.

Bicycle rental today is far different than yesteryear. The one size fits all approach has given way to wide customer choices. You want a bike with […] Continue...

Can You Afford NOT to Offer a Lifetime Customer Experience Warranty?



Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statement communicating confidence in a product. What would a lifetime warranty look like for a customer service experience?

Customers today have changed. They are Picky–more cautious in the choices. 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! Can a customer service experience warranty help in retaining today’s wired and dangerous customer?

Service[…] Continue...

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