Articles By: Chip & John

Do You Have All the Pieces for Great Service?

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Puzzles are fun…especially, on a rainy day when there’s no ballgame on television.  Puzzles can be a great bonding experience for families.  Putting a puzzle together has a lot of similarities with creating a great customer experience for today’s wired and dangerous customer that drives loyalty.
 
Putting a puzzle together begins by looking at the picture on the front of the puzzle box.  Great service begins with a clear picture of what the experience should be like consistently across all units.  Consistency gives customers trust and confidence.  Service via channel A should be like channel B; customers should not be forced to pick a service person because one is known to be great; others not so great.
 
Puzzles require all the pieces.  The biggest irritant to a puzzle enthusiast is a missing puzzle piece.  The same is true for great service.  Great front line service people are only as good as the tools, supports, authority[…] Continue…

What Role Does the Customer Play in Your Crisis Management Plan?

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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[…] Continue…

Recipe For Great Customer Experiences!

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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 the customer’s breath away!
 
We believe there are three ingredients that create this superb service 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 service experience the unit or organization seeks to consistently create, both internally and externally.
 
The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits.
 
The discipline means hardwiring standards (expectations) and norms (evidence) into the performance management process so there is both clarity and accountability.
 
Partnerships work when they have common[…] Continue…

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