What are you doing to thank your employees and customers?

thank you message with a cup of coffee
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The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*! It is particularly important to understand the fickle moniker. They are Fickle–much quicker to leave if unhappy.  They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service.  The hype of a brand name means little in deterring the disappointed customer’s exit. This means we have to have a very consistent and continuous campaign to ensure we are showing our customers how grateful we are that they are our customers!
“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[…] Continue…

Can Your Employees See the Details Critical for Delivering Innovative Service?

man worker helping woman customer
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This week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. 
New arrivals to any combat zones quickly learned that the difference between a veteran and a novice was far more than war stories. They had an expression for it on the front line in Viet Nam: “grunt eyes.” Grunts were the enlisted ranks of the infantry–low rank, little prestige, people whose job description started and ended with the simple requirement to, “Do what the ‘old man’ tells you to do.”
Those with “grunt eyes” were able to see things a new in-country recruit would completely miss. And there was little correlation with rank. Whether you were a captain or a private, you only acquired “grunt eyes” in the field, paying attention to every sight, sound, smell, impulse, clue, and condition that[…] Continue…

Is Your Organization Prepared for a Major Service Hiccup?

customer experience management
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On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members.  Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven.  She was the first female teacher in space.   What followed was an exhaustive effort to determine the cause of the disaster.  Top investigators, using the latest in technology and aeronautical engineering expertise, examined every square inch of the shuttle, ran countless experiments, and perused thousands of pages of aircraft blueprints.
The failure of one O-ring seal was determined to be the cause of the Space Shuttle Challenger disaster.  A contributing factor was cold weather prior to the launch. This was demonstrated by Cal Tech physics professor Richard Feynman when he placed a small O-ring into ice-cold water and subsequently showed its loss of pliability before[…] Continue…

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