Veterans Day 2019: Customer Service and the Rules of Combat

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This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.
 
Several years ago Logan Graves posted the “Rules of Combat” out on his website.   We filed the clever set of rules away but have recently dusted them off for a fresh look at innovative service.  Here are a few of his rules.
 

The easy way is always mined. There is an adage that goes “only dead fish swim with the current.”  Innovative service seeks the road less traveled in the pursuit of ingenious and novel.  Today’s wired and dangerous customers are bored with pretty good service.

 

No combat-ready unit ever passed inspection; no inspection-ready unit ever passed combat.  Innovative service is scrappy and provocative.  It focuses on[…] Continue…

How Effective is Your Customer Forensics Program?

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DNA had been a star in recent years.  TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms.  And, like fingerprints, forensic specialists are able to use the DNA in blood, skin, hair or any bodily fluid located at a crime site to identify the “bad guy.”
 
So, what is the DNA of customer experience?  What if we assumed there was a component in the service encounter across the customer journey unique to each customer?  If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.   We believe the service molecule containing the customer’s unique identity is “Connection.”
 
Connection is the intersection point between a customer[…] Continue…

How Deep is Your Service Attraction?

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Eye candy!  It is such a really cool label.  It should be a phrase that has a terrific reputation.  After all, who doesn’t like candy?  And, “a sight for sore eyes” is a positive and encouraging statement.  Most of us see too much plain vanilla and drab stuff.  But, eye candy has a shady reputation.  It typically means attractive but superficial.
 
It’s like the apple that Snow White ate – it looks really great to take a bite out of, but at the end of the day it will put your customers in a deep sleep and not nourish them long-term.
 
One can also look at how customer service is delivered across your customers’ journey and see a similarity. If your customer service is simply – service eye candy  – “looks good on the outside, but no depth of quality on the inside,”   then your long-term customer loyalty will suffer.
 
We used to call it “show window service.”  You get a sense of potential service eye candy when[…] Continue…

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