Articles By: Chip & John

Can Your Customers Always Feel the Trust in Their Journey With You?

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We live our lives on promises.  From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.  From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries.   Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept.
 
Trust is the emotion that propels customers to the other side of the gap between their expectation and their experience.  Making trust the centerpiece of your customer’s journey can catapult a service provider into a position of distinction in the eyes of customers.  The manner in which the organization manages customer trust across the organization drives every other component of the service encounter.   What are ways you can insure[…] Continue…

How Do You Show Appreciation to Your Employees and Customers?

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The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*! It is particularly important to understand the fickle moniker. They are Fickle–much quicker to leave if unhappy.  They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service.  The hype of a brand name means little in deterring the disappointed customer’s exit. This means we have to have a very consistent and continuous campaign to ensure we are showing our customers how grateful we are that they are our customers!
 
“Thank you!” These are arguably the two most powerful words in the English language. Customers and colleagues love to hear and feel a sincere “thank you”. Imagine what would happen to your business if[…] Continue…

Veterans Day 2019: Customer Service and the Rules of Combat

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This week we celebrate Veterans 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 on[…] Continue…

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