In today’s hyper competitive market customers long for organizations they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take the customer’s breath away!
We believe there are three ingredients that create this superb service greatness recipe. Those ingredients are: the dream, the drive, and the discipline.
The dream (or service vision) must be aspirational while providing a clear picture of the distinctive service experience the unit or organization seeks to consistently create, both internally and externally.
The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits.
The discipline means hardwiring standards (expectations) and norms (evidence) into the performance management process so there is both clarity and accountability.
Partnerships work when they have common goals, values, and purpose. Having a compelling[…] Continue...
We have been noticing how almost anyone in organizations these days can check everyone else’s calendar/ availability. It might be contributing to the meeting mania that seems to be mushrooming; “number of meetings” booked has emerged as the new status symbol. Having a meeting to plan another meeting is now trumped by having a meeting to plan the meeting that is aimed at planning a meeting! But, we recently had one refreshing deviation from the paralysis from analysis method of avoiding a responsible, take-a-stand decision.
We were trying to schedule an hour phone conversation with a very senior leader of a large manufacturing company. His on-the-ball assistant looked at the leader’s calendar for his availability at a requested time and said, “I know he wants to get some time with you, but he has that entire morning blocked out to meet with a group of customers. He wants to get their participation in planning a new product launch.” […] Continue...
Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rain storm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover. Cars slowed to a snail’s pace; streets gorged with torrents quickly looked more like a river than a freeway.
Customers are in the crosshairs of a perfect storm. Their memories of a hard hitting, long lasting recession has left them anxious about the future and cautious about investing in service that does not have obvious value. The shift from face-to-face and ear-to-ear service to automated self-service, often without an exit or access to a person for help has left them frustrated by convenience gone awry. And, the power of the Internet and social media has provided customers with the tool to deliver a downpour of blame as they flood […] Continue...