As You Re-open Are Your Employees Making Special Experiences?

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As businesses reopen their physical locations and customers adapt to the new normal of all kinds of virtual experiences it has become more important than ever before to deliver consistently great experiences. Customers today have higher expectations than ever for their journey with your organization. They expect speedy, frictionless treatment that telegraphs they are valued, special and unique, not just one of the masses.
This level of expectations represents a dramatic shift in what is required to ensure customer loyalty–the stuff of growth and profits. That shift has resulted in customer requirements for value being very out-of-sync with the tried and true methods organizations have relied on for years. When front line employees deliver service that fulfills the customer’s stated needs, they are taken aback when customers give them less than satisfactory grades. When a small gaffe triggers volcano-like customer[…] Continue…

Great Service has Amazing Capacity to Change!

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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.
Great service has great exits!  We all enjoy the convenience 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 waiter seems to have disappeared.  It includes supervisors who can take over for a front line person who unexpectedly needs to abandon his or her post.  As we have all experienced during the current pandemic, great exits are the capacity[…] Continue…

How Has The Pandemic Changed Your Customers’ Journey?

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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…

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