Do Your Teams Deliver Great Customer Experiences?


Customers today are picky, fickle, vocal, and vain. They are Vain–expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged both through the treatment provided by service providers as well as their newfound muscle to get their way in the marketplace.
For today’s customer consistency, reliability, and making a strong emotional connection brings value and is the key to building loyalty which drives advocacy and growth! Understanding the customer’s journey through their entire experience with your organization from their POV is absolutely critical to success in today’s very competitive and challenging environment. Examining the key moments of truth that occur at important touchpoints in that journey to ensure the customer experience is exceeding expectations provides us with an opportunity to design and deliver the kind of innovative customer[…] Continue…

Does Your Organization Partner Internally to Deliver Great Service?


Customers are so different today! Their expectations have increased exponentially in the last 12 months even without considering the impact of the pandemic! They have raised the bar to a very high level on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service and able to change delivery systems rapidly as well as effectively in a very challenging environment. Customers want the kind of service that takes their breath away! If we can consistently deliver this kind of experience the payback is huge!
Research concludes that since 2009, customers are valuing an “average” experience less than before and have even less patience for variability inaccurate as well as effective delivery. In addition, research indicates companies that experience inconsistency challenges often expend unnecessary […] Continue…

Can Your Front Line Team Provide a Great Service Exit?


The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions. It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective. The flight attendant on the airline does the same “notice the exits” speech before every flight. Every movie at the theatre asks the audience to “please find the nearest exit in case of an emergency” before the main feature begins.
Great service has great exits! We all enjoy the convenience as well as speed of self-service and automation…when it works. But, if we are caught inside with a less than satisfactory experience, we need a great exit. Great exits include cross-trained wait staff able to swing into action when your server seems to have disappeared. It includes supervisors and managers who can take over for a front[…] Continue…

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