Are You Rewarding Behaviors for Great Service?


We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline. Today’s customers are changing providers faster than ever before when they don’t consistently receive great service. Making sure you have these three ingredients driving your customer journey is critical for service success.
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.
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What are your Customers’ expectations of “Fast?”


The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class.  All of nature knows night from day, but your dog is clueless about what 9:30 means.  When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.  The measurement of time is a non-existent construct we are taught from the instant we heard, “time for bed.”
Time has become a crucial component for customers’ expectations of “promises kept” with today’s Wired and Dangerous Customers. We live in a 24 hour x 7 days x 365 day wired world. Blame it on FedEx, Netflix, Amazon or Uber, the fact is the old prompt is today’s super punctual.  Yesterday’s “in a hurry” is today’s “in a flash.”  We don’t fax documents[…] Continue…

Keeping the Relationship in the Customer’s Experience


CX (customer experience) has been hot for a few years.  But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” aspect from “customer experience”    The by-product was aptly characterized by a friend of ours describing her bank.
“They installed this new customer experience management system so all my correspondence from them is now tailored––they even knew my son was heading off to college this year.  Now, when I call and give them my account number, they comment on the fact that I have a new Buick, financed by their loan department.  But all that is just mechanized.  When I walk in any branch no one acts like they know me or even wants to get to know me!  Give me back old fashioned personal service, not this customer-ized baloney.  It’s no more genuine than the ATM.”
Attitude is the fuel of innovative service and an attitude that clearly […] Continue…

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