Articles By: Chip & John

Do Your Employees Add “Spice” to Make Special Experiences?

| Filed As Customer Devotion, Customer Experience | 0 Comments


Customers today have higher expectations than ever. They expect speedy, frictionless treatment that telegraphs they are valued, special and unique, not just one of the masses.  This customer narcissism has been forged both through the pampering provided by service providers as well as their new found muscle to get their way in the marketplace.
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 uproar, front-line employees believe they have met a deranged deviant with[…] Continue…

Do You “Love Up” Your Customers Every Day?

| Filed As Customer Centric | 0 Comments


Last week was National Customer Service Week. We hope you had many special activities planned to “love up” your customers during this special week! However, it is not really about what you do for customers during one week or one day a year is it? Absolutely not! In today’s hyper-competitive marketplace where customers’ expectations keep increasing it is about how you love up your customers every day and every interaction!
Stew Leonard, Jr. CEO of Stew Leonard’s Dairy Store headquartered in Norwalk, Connecticut, is about as energetic about customers as anyone you can find. He rushes around his stores glad-handing customers, soliciting their feedback, ringing up sales, helping lost-looking customers find what they’re in search of, thumping employees on the back, and generally energizing everyone in the place. When he speaks to groups, as he often does, one of his favorite phrases is, “Ya gotta love that customer!”[…] Continue…

What Would Happen If You Offered a Service Guarantee?

| Filed As Customer Experience, Great Service | 0 Comments


Lifetime warranties are a common feature of the product world.  They essentially say “we guarantee that the object you bought will work as long as you own it.  If the product ever fails, we promise to replace it or repair it to your satisfaction.”  Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in a product.  What would a lifetime warranty look like for a service?
Service warranties (sometimes called service guarantees) promise that if a service provider fails to deliver the outcome promised, customers receive a full refund.  It sounds like, “Pizza delivered in thirty minutes or it is free.” Datapro Information Services guarantees “to deliver the report on time, to high-quality standards, and to the contents outlined in this proposal or you can deduct any amount from the final payment which is deemed as fair.”
Most service guarantees are anchored around[…] Continue…

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