Does Your Customer Journey include Happy Processes?


What is a service process? A service process can be defined from two perspectives. From the inside looking out, it is a collection of procedures and practices that govern a complete operation. Bottom line, it is the means that organizations use to deliver service to customers as they journey across your organization. From customers’ touch points, however, it is what an organization puts them through to get what they need or want. Given the high level of importance that customers today place on their experience being frictionless, making certain your processes are “happy” is critical for service success.

The term “happy process” originated with one of our international clients. We were grappling for a way to explain the meaning of process alignment as a part of developing company-wide service standards and norms. Our client thought about the end result and suggested that one outcome of alignment might be “happy processes.” […] Continue...

Do You Know the DNA of Your Customers’ Experience?


DNADNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the  genetic instructions used in the development and functioning of all known living organisms. And, like fingerprints, forensic specialists are able to use the DNA in blood, skin, hair or any bodily fluid located at a crime site to identify the “bad guy.”

So, what is the DNA of customer experience?  What if we assumed there was a component in the service encounter across the customer journey unique to each customer?  If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty. We believe the service molecule containing the customer’s unique identity is “Connection.”

Connection is the intersection point between a customer with needs and[…] Continue...

Gratitude – Important for Independence Day and A True Measure of your Service Warmth*



“Thank you” are the two most important words in the English language.  Yet, how often are you served and end up the only one in the equation doing the thanking? As we approach the celebration of Independence Day we are reminded to take a moment and thank the brave founders of our great country. These folks were brave enough to sign and adopt the Declaration of Independence on July 4th, 1776. Who stopped to say thank you to these brave men and women?

It is always important and never more so than in today’s tough economy to make sure customers know unmistakably that you do not take them for granted. If all your customers exited tomorrow (which they certainly could), how well would you fare the day after tomorrow?

The goal of an effective “Thank You” is not simply the expression of a statement but rather the conveyance of a feeling. We have all been on the receiving end of “thanks” knowing there was little sincerity. Thanks means communicating[…] Continue...

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