How Can You Turn an Incensed Customer Into an Instructive Customer?

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PwC reports 32% of all customers would stop doing business with a brand they loved after one bad experience. After experiencing value-enhancing customer service interactions, there is an 82% probability that the customer would stay even when presented an opportunity to switch. Made smarter by the internet, customers are empowered and emboldened to accept nothing short of value.  It has made them Fickle—quicker to leave if unhappy.  It means we have to have a powerful service recovery capacity to fix things quickly when they go wrong.  
It was a stormy night and Chip’s three granddaughters were awakened by the loud, shake-the-rafters thunder.  They quickly descended upon his bedroom, eager to sleep with Chip and Nancy.  Their arrival triggered a discussion about the difference between thunder and lightning, including how to count the delay between sight and sound to know how far away the lightning was.  When they began taking[…] Continue…

Do You Have a Strong Service Breakdown Plan?

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Customers have changed! Nearly 80% of American consumers point to speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value.  It has made them Fickle—quicker to leave if unhappy.  One in three consumers (32%) say they will walk away from a brand they love after just one bad experience. This figure is even higher in Latin America, at 49%.
It means we have to have a powerful service recovery capacity to fix things quickly when they go wrong.
The dance competition was going great!  Little girls (and a few boys) had traveled with their cheerleaders, coaches, and parents to hear the ultimate pronouncement, “And, the winner of first place in the lyrical 7-9 year olds category, a high gold goes to….”  The stage was littered with trophies.  The auditorium was packed with[…] Continue…

Is Your ATTITUDE Attracting Customers?

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You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life. While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
Customers today have changed. They are Picky–more cautious in their choices and they are smarter as well as better informed in a world with many more choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle—quicker to leave if unhappy. 79 percent of customers want their issue to be resolved in one interaction and don’t want to be told what channel they should use. Customers[…] Continue…

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