Use Innovative Service To Consistently WOW Your Customers!!

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Today’s wired and dangerous customer is looking for organizations that are continuously pushing to enhance the customer journey and take their customers’ experience to another level. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth. Speed and frictionless are now expected and no longer separate you from the competition. Customers are on the lookout for companies who utilize ongoing innovation to find new ways to consistently wow their customers.
Think of all the apps we take for granted that make our work move faster and keep us connected for collaboration. 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[…] Continue…

Customers Today Call for Consistency!

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Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard-earned dollars on the customer service experiences they encounter. Recent research shows 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! And 76% of customers say that the level of customer service is the true test of how much an organization values them!
We completed several focus groups for a client in the senior living industry. One of our most interesting findings was that the outcome most desired by residents and family members alike was the consistency of service reliability. For the resident, it is all about the confidence that someone will answer their late night call quickly, take care of them just like they were a member of their family; that the employees here care and they can always depend on them. For family members, it is all about the confidence[…] Continue…

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

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“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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