How Has The Pandemic Changed Your Customers’ Journey?


A man lived right by the railroad track.  For years, the train roared by his bedroom window at two-o’clock every morning.  He grew so accustomed to it that it never disturbed his sleep.  One night no train came through.  The usual train was taken out of circulation for maintenance and a substitute was unavailable.  At precisely 2:00 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”
Customer service can be a lot like the man in the house beside the track.  We take it completely for granted.  We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes. Processes become a lot like wallpaper to a resident and we become afflicted with a type of blindness that keeps us from appreciating our customer’s world.  That is until something like the COVID-19 Pandemic jolts us into suddenly noticing the unnoticeable.  An important customer leaves angry because we are slow responding[…] Continue…

Maintaining Customer Relationships During a Pandemic


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” from “customer experience”    The by-product was aptly characterized by a friend of ours describing her bank knowledge of her account status but corresponding lack of desire to know her personally.
Today we face a huge challenge in maintaining and building customer relationships when personal connections are significantly reduced or eliminated due to the COVID-19 virus. We can utilize the phone, chat, text video conference, etc. but it just isn’t the same as the tried and true personal connection. Social distancing and the need to wear a mask are likely to be with us for a long time. We all need our customers to remain our customers and refer others to us more than ever before. How can we achieve a strong relationship during the current pandemic?
Attitude[…] Continue…

Communicating Who & What Matters Most


The “new normal” is anything but normal. We have witnessed a terrible pandemic with reverberations throughout our country, our people and our economy. This is a very difficult time for many people, We know that we’ll get through it but these are challenging times. We wish all our readers the best. Stay safe and healthy!
These days have seen a massive change in how we interact, collaborate and communicate with others. Our days are filled with conference calls and video conferences since we are all “social distancing”. In times like these it is critical that we find ways to communicate how important our employees and customers are to our business.
In our work we often visit C level officers of client companies.  Most executive offices today are smaller than in past years and are no longer interior decorated to communicate importance and prestige.  Most C level offices are supported by an administrative assistant that could[…] Continue…

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