Covid-19 Crisis Management Planning with a Customer Focus


On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members.  Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven.  She was the first female teacher in space.   What followed was an exhaustive effort to determine the cause of the disaster.  Top investigators, using the latest in technology and aeronautical engineering expertise, examined every square inch of the shuttle, ran countless experiments, and perused thousands of pages of aircraft blueprints.
Today we are faced with a world wide crisis with the COVID-19 pandemic. How are you communicating with your customers and employees today regarding the steps you are taking to maintain a safe environment while providing an appropriate experience.
If you have not taken advantage of the available resources to become educated[…] Continue…

When Do You Give Your Customer Service Experience a Thorough Exam?


You take your car in for regular maintenance and your body in for a physical exam.  Women get a mammogram; men get a PSA check.  The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities.  What about the service experience you provide to your customers?  Does it get a regularly scheduled check-up that touches the entire customer journey through your organization? If so, who gets to view the results of the check up and who is responsible for corrective action?
We have been working to create a short, but important check-list to review how you are doing.  Asking the customer to say “ah” (a.k.a., soliciting feedback) and checking various test results (like complaint analysis, FAQ responses and survey results) can add to your smart preventive maintenance.  Here’s a “baker’s dozen” check-up questions to get you started.  Add your own to tailor your list.

Does the service[…] Continue…

Are You Rewarding Behaviors for Great Service?


We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline. Today’s customers are changing providers faster than ever before when they don’t consistently receive great service. Making sure you have these three ingredients driving your customer journey is critical for service success.
The dream (or service vision) must be aspirational while providing a clear picture of the distinctive service experience the unit or organization seeks to consistently create, both internally and externally.
The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits.
The discipline means hardwiring standards (expectations) and norms (evidence) into the performance management process so there is both clarity and accountability.
 […] Continue…

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