Customers Today are in Search of Roadrunners!



We laugh at the inevitable outcome. The Road Runner is the epitome of confidence—power at warp speed. He doesn’t just escape; escape implies the threat of capture, and the Road Runner never seems seriously concerned. He emerges…victorious, again. The cartoon metaphor contains powerful lessons relevant for enterprises seeking marketplace victories.

We live in an era where today’s wired and dangerous customers expect personalized outcomes delivered by passionate, agile, and super responsive employees…where spirited, on-the-run learners outpace “just-follow-the-Acme-instructions” domesticated workers. We live in a time when roadrunners rule and coyotes…crash!

Wile E. Coyote is earnest; Road Runner passionate. Wile E. is resilient but the Road Runner is resourceful. Wile E. looks over his shoulder; the Road Runner looks ahead. Wile E. is grim; the Road Runner is joyful.

Your customer is watching your cartoon.[…] Continue...

Innovative Service: Can Your Customers Have It Their Way?


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Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As I approached the artwork, the spider began to vibrate the web sending early morning dew drops everywhere. The next morning the web was gone without a trace. But, nearby was a brand new elegant web spread between two trees.

A friend was checking out of a Ritz-Carlton hotel early one morning. Half-asleep, she noticed the ever-smiling clerk kept leaving the counter to go elsewhere with each step of the transaction.  It was then my friend embarrassingly realized she was at the concierge counter, not at the check-out counter. She apologized for making the clerk work extra hard. “Don’t be silly, Ms. Cook,” said the clerk.  “You can check out wherever you like.” Do your customers get service their way, or are they shoehorned into complying with your service procedures? Do you willingly rebuild your service “web” without[…] Continue...

Is Trust the Service Centerpiece for Your Customers Journey?


trust picWe live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries. Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept.

Trust is the emotion that propels customers to the other side of the gap between their expectation and their experience. Making trust the centerpiece of innovative service can catapult a service provider into a position of distinction in the eyes of customers. The manner in which the organization manages customer trust drives every other component of the service encounter. What are ways you can ensure your customers can always trust your service?

Be sure to check[…] Continue...

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