Articles By: Chip & John

Does Your Customer Experience Build Loyalty?

| Filed As Customer Loyalty | 0 Comments

Today’s customer is very different from customers of the past. Customers today are Picky–more cautious in their choices.  Made smarter by the internet, they are empowered and emboldened to accept nothing short of value.  It has made them Fickle—quicker to leave if unhappy.
44% of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! Making certain you make strong emotional connections with customers throughout their entire journey with you and having a very strong service recovery process in place is critical to attracting and retaining today’s wired and dangerous customers.
Some years ago one of John’s children played college soccer for the University of Georgia. Go Dawgs! This story still rings true in terms of how you build loyal customers.
We arrived at the new Springhill Suites in Athens, GA on the way to see our daughter[…] Continue…

Customer Service and the Rules of Combat

| Filed As Service Innovation | 0 Comments


Yesterday we celebrated Memorial 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[…] Continue…

What does your attitude convey to customers?

| Filed As Great Service | 0 Comments

You are in complete control of your attitude.  Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future.  The book has sold over 10 million copies.  Camp survivors did not let their cruel guards determine their attitude toward life.  While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
Customers love service people with a positive attitude!  Generation Y customers (Millennials) who are an increasingly powerful group of customers are on the prowl for great personal experiences. Making a strong personal connection is a key for attracting and retaining these folks. It takes a great attitude to establish the kind of connection millennials crave. Millennials are also quick to judge the experience you provide and quick[…] Continue…

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