Articles By: Chip & John

What ATTITUDE are your Customers Experiencing?

 

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 today have changed. They are Picky–more cautious in their choices and they are smarter as well as better informed in a world with many more 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.  According to customerthermometer.com a whopping 89% of customers have switched to a competitor after a poor[…] Continue…

How Would a 100% Satisfied Customer Service Guarantee Change Your Business?


Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in a product. What would a lifetime warranty look like for a customer service experience?
Customers today have changed. They are Picky–more cautious in the 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. Recent research shows that forty-four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! Can a customer service experience warranty help in retaining today’s wired[…] Continue…

Do Your Teams Deliver Great Customer Experiences?


Customers today are picky, fickle, vocal, and vain. They are Vain–expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged both through the treatment provided by service providers as well as their newfound muscle to get their way in the marketplace.
For today’s customer consistency, reliability, and making a strong emotional connection brings value and is the key to building loyalty which drives advocacy and growth! Understanding the customer’s journey through their entire experience with your organization from their POV is absolutely critical to success in today’s very competitive and challenging environment. Examining the key moments of truth that occur at important touchpoints in that journey to ensure the customer experience is exceeding expectations provides us with an opportunity to design and deliver the kind of innovative customer[…] Continue…

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