Articles By: Chip & John

Be an Undercover Provider


We were working with a large quick-service restaurant company who was doubting the power and profitability of their offering a great customer experience.  They were convinced that product, price, PR (as in advertising), and the proper restaurant location would always win the day.  “As long as the customer experience is okay, even sometimes mediocre, why invest in making it great?” They told us.  We proposed they go undercover.  These were our instructions.
Select a location where you have a restaurant franchise near a Chick-fil-A restaurant.  Pick a small town where your franchise and the Chick-fil-A must draw from the exact same labor pool.  Dress like ordinary customers, not like C-suite executives.  Visit both and compare them.  Then, look at their financial metrics compared to yours.  It was a customer version of the TV show Undercover Boss.
They returned to mahogany row in their high-rise, big city office building. […] Continue…

How to Un-Timid Your Customers


The idea honestly came from renowned songwriter Diane Warren. She was the award-winning composer who wrote “Un-break My Heart” for singer Toni Braxton. The song title invites your thinker to think differently about a particular concept–how to undo a condition already present rather than zeroing in on how to prevent it in the first place.
Chip’s dentist and pet boarder both have phone systems that place you in a phone tree. It sounds like, “If you are a new customer, press one,” or “for reservations punch three.” That is all well and good. Except many times when a call is initiated, Chip is driving. There is no, “or say one” in the phone message. For daredevils, it forces you to take your eyes off the road to punch your phone. For safe drivers, it necessitates pulling over and stopping to use the phone. Neither option is customer friendly. When the Bells have offered feedback, they have gotten excuses about the phone vendor.[…] Continue…

Are You Keeping Up with Customer Expectations?


Customers are different today! Their ever-changing expectations continue to increase! 54% of customers have higher expectations for customer service today compared to one year ago! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty even in an environment of customer expectations that change at supersonic speed and during a pandemic! Everyone lives in a wired 24 x7 x365 world today where customers expect us to keep up with their needs and desires and to change our experiences as well as offerings to meet their rapidly changing demands.
The downside of a vacation at the beach can be eating way too much seafood, especially if you happen to be a lover of delicious fare from the deep! A popular antidote to weight gain from beach banquets is to rent a bicycle for a long ride along the shore.
Bicycle rental today is far different than yesteryear.[…] Continue…

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