Seeing Your Customers in a New Light

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What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers?  Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach?
 
At the core, anthropology is the study of humanity.  Social or cultural anthropologists seek to understand how a culture, tribe, family or clan link together through language, myths, mores, beliefs, rituals and symbols.  What is it that makes the Cochiti, Samoans, Kurds, Navy Seals, Hell’s Angels, Hatfield’s or McCoy’s a linked clique beyond their common history or shared place?
 
Customers have many similarities; they also have major differences.  Their sense of sameness comes through a similar reading of signals and symbols with common interpretation.  Their differences lie in their varied reactions to the factors that make them alike.  Today’s Wired and Dangerous customers want what they want, when and how they[…] Continue…

Are You “Loving Up” Your Customers?

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National Customer Service Week is October 7th – 11th. I hope you have many special activities planned to “love up” your customers during this special week! However, it is not really about what you do for customers during one week or one day a year is it? Absolutely not! In today’s hyper competitive market place where customers’ expectations keep increasing it is about how you love up your customers every day and every interaction!
 
Stew Leonard, Jr. CEO of Stew Leonard’s Dairy Store headquartered in Norwalk, Connecticut, is about as energetic about customers as anyone you can find. He rushes around his stores glad-handing customers, soliciting their feedback, ringing up sales, helping lost-looking customers find what they’re in search of, thumping employees on the back, and generally energizing everyone in the place. When he speaks to groups, as he often does, one of his favorite phrases is, “Ya gotta love that[…] Continue…

Are You Prepared to Handle a Customer Service Emergency?

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The dinner party was super important because of the particular guests invited.  It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity!  The caterer had delivered over-the-top hors d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of wine were perfectly chilled.  Then, disaster struck!
 
The host opened the first bottle of wine only to discover it tasted like vinegar.  A second, third and fourth reserve bottles were all equally unfit to drink. The dinner party would not have the intended ambiance and style without spirits.  But, as luck would have it, the wine shop owner was famous for his pull-rabbits-out-of-a-hat service.
 
“Matt,” pleaded the party host, “I have a major problem.” Matt owned the neighborhood wine store.  After a brief conversation, Matt swung into action. He called two of his best wine customers whom he knew lived […] Continue…

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