Play-Doh was the accidental by-product of an effort to develop wallpaper cleaner. The Slinky came about when scientists were trying to design a spring to support sensitive equipment on ships. Silly Putty was a mistake in an attempt to create a synthetic rubber substitute. And the technology that made Cool Whip possible (that amazing whipped cream–like product that stays fluffy after being frozen) was a sheer accident. A food chemist at General Foods was working on developing a new topping and accidentally left the blender on in the lab while he went to lunch. Incidentally, this same food chemist holds 70 patents including ones for Tang, Pop Rocks, powered egg whites, and quick-set Jell-O! Wacky works!
What would your customer experience be like . . .
« If you had a magic wand and could change one important aspect of the customer experience.
« If you had unlimited resources.
« If you were a superhero with[…] Continue...
I am allergic to just about everything that is green and grows as well as to my favorite pets – two yellow labs. For as long as I can remember I have taken monthly shots of magic serum to combat the nasty symptoms.
On a recent visit to the business end of a needle, I witnessed amazing service recovery in action. I arrived and signed in as usual. Amy, one of my favorite nurses, was on shot duty. We exchanged a warm greeting. But, I knew something was out of whack when I waited more than five minutes. I could hear the doors of the serum cooler open and close. The sound of serum vials being moved echoed across the waiting room. It sounded like a search for a lost vial.
“John, we are having trouble finding your vials,” Amy exclaimed with an upset tone in her voice. “I am getting some help to look for it and wanted to let you know that I am going to take the next two people while we try to find your serum. I wanted you to know what had happened and I wanted to explain[…] Continue...
“Thank you!” These are arguably the two most powerful words in the English language. Customers and colleagues love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers. This tactic can set an organization apart in an era of “take-you-for-granted” service. The goal is not simply the expression of a statement but rather the conveyance of a feeling. We have all heard “thank you” directed at us, knowing full well there was little sincerity behind it. When delivering innovative service, thank you means communicating gratitude in a fashion that makes customers and colleagues feel your authenticity. What are you doing to improve the authentic communication of gratitude to your customers and colleagues?
We sincerely thank our families, all of our colleagues, our readers and especially our clients. Our best wishes[…] Continue...