Does Your Customer Experience Build Loyalty?

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Today’s customer is very different from customers of the past. Customers today are Picky–more cautious in their 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.
 
44% of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! Making certain you make strong emotional connections with customers throughout their entire journey with you and having a very strong service recovery process in place is critical to attracting and retaining today’s wired and dangerous customers.
 
Some years ago one of John’s children played college soccer for the University of Georgia. Go Dawgs! This story still rings true in terms of how you build loyal customers.
 
We arrived at the new Springhill Suites in Athens, GA on the way to see our daughter[…] Continue…

Customer Service and the Rules of Combat

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Yesterday we celebrated Memorial 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[…] Continue…

How powerful is the experience you are currently delivering to customers?

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Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. When it comes to deciding where to shop, 64% of people rate quality of customer experience as more important than price. For today’s wired and dangerous customer any encounter with indifferent service fosters a quick exit to a new provider.
Imagine a quiet Saturday afternoon watching a favorite sports event suddenly interrupted by a loud popping sound immediately followed by smoke in the house. What flashes through your mind is a combination of,  I just lost the big screen TV, the house is on fire and much later in the day – who won that game I was watching?
My wife shut down all of the power while I checked out the room adjoining the big screen TV which had filled with smoke. “Call the fire department now!” I exclaimed. In just a few minutes we heard the welcome sound of sirens and major diesel engines straining[…] Continue…

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