Articles By: Chip & John

Do Your Customers Feel Special?

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 eyesight; the audiologist your hearing and your dentist checks for cavities.  What about the service you provide to your customers?  Does it get a regular check-up?
Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses. This requires that we develop new and innovative approaches to consistently take our customer’s breath away.
We have been working to create a short, but important checklist 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[…] Continue…

What’s Driving Your Response To a Major Crisis?

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.
The failure of one O-ring seal was determined to be the cause of the Space Shuttle Challenger disaster. A contributing factor was cold weather prior to the launch. This was demonstrated by Cal Tech physics professor Richard Feynman when he placed a small O-ring into ice-cold water and subsequently showed its loss of pliability before an investigative[…] Continue…

Are You Consistently Taking Your Customers Breath Away?

In today’s hyper-competitive market customers long for organizations, they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take their breath away!
We believe there are three ingredients that create this superb customer service experience greatness recipe. Those ingredients are: the dream, the drive, and the discipline. 
The dream (or service vision) must be aspirational while providing a clear picture of the distinctive customer experience the unit or organization seeks to consistently create, throughout the customer’s journey both internally and externally. 
The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits throughout the organization.
The discipline means hardwiring standards (expectations) and behaviors (evidence) into the performance management process so there is both clarity and accountability. […] Continue…

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