Articles By: Chip & John

How Are You Receiving Early Warning of Customer Discontent?


Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view.  Weather becomes up close and personal.   We watched a major rainstorm crawl across the distant plains and deliver a hard punch to downtown Dallas streets.  It sent pedestrians scurrying for cover.  Cars slowed to a snail’s pace; streets gorged with torrents quickly looked more like a river than a freeway.
Customers are in the crosshairs of a perfect storm.  The continued experience of a hard-hitting, long-lasting, economy wrecking pandemic has left them anxious about the future and cautious about investing in service that does not have obvious value.  The shift from face-to-face and ear-to-ear service to automated self-service, often without an exit or access to a person for help has left them frustrated by convenience gone awry.  And, the power of the Internet and social media has provided customers with the tool to deliver a […] Continue…

Can You Utilize Anthropology to Better Understand Customers?


What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers?  Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach?
At the core, anthropology is the study of humanity.  Social or cultural anthropologists seek to understand how a culture, tribe, family, or clan link together through language, myths, mores, beliefs, rituals, and symbols.  What is it that makes the Cochiti, Samoans, Curds, Navy Seals, Hell’s Angels, Hatfield’s, or McCoy’s a linked clique beyond their common history or shared place?
Customers have many similarities; they also have major differences.  Their sense of sameness comes through a similar reading of signals and symbols with common interpretation.  Their differences lie in their varied reactions to the factors that make them alike.  
We enjoy checking into a hotel via the front desk, complete with its capacity to influence[…] Continue…

Goodbye To A Very Difficult 2020! Hello To A Fabulous 2021!


As 2020 draws to a close it is a time to reflect on all of the good that came from the past year along with the disastrous and far-reaching impact of the pandemic. We want to wish everyone a safe and happy holiday season as we send 2020 off into history and look hopefully toward a great 2021! Our thoughts and prayers are with all who have lost a loved one to the virus and/ or lost their livelihood to it. Hardships abound in these unprecedented times. We have come through tough times before and we are certain we’ll make it through these as well. Hopefully, we’ll be on the other side of this darkness very soon.
We want to express our sincere gratitude to all of those who helped make the year the very best it could be. “Thank you!” These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates[…] Continue…

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