Articles By: Chip & John

Is Your Organization Prepared for a Major Service Hiccup?

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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 before[…] Continue…

Are You Learning Via Your Customer Intelligence Process?

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We are in the peak of the season of hyperbole.  Spend a few minutes listening to the scream of the media and you learn, according to some pundit, every candidate is a saint, insane or Satan. You finally dull the drone of the drivel by changing channels or ignoring the junk.  What do you do with customer complaint magnification? How do you ferret out certainty from behind the customer’s emotional camouflage? How often do you reach out to customers to hear how they really feel about their experience with your organization?
At a time when 300 billion emails are sent daily, 500 million tweets are posted daily, 95 million Instagram posts are made daily, and there are 4.8 billion interactions on Facebook daily, listening to your customers across multiple channels is absolutely critical to understanding customers ever changing expectations.* We know from research that social media is 5 times more powerful than word of mouth. Listening to learn from[…] Continue…

Do Your Employees Add “Spice” to Make Special Experiences?

| Filed As Customer Devotion, Customer Experience | 0 Comments


Customers today have higher expectations than ever. They expect speedy, frictionless treatment that telegraphs they are valued, special and unique, not just one of the masses.  This customer narcissism has been forged both through the pampering provided by service providers as well as their new found muscle to get their way in the marketplace.
This level of expectations represents a dramatic shift in what is required to ensure customer loyalty–the stuff of growth and profits.  That shift has resulted in customer requirements for value being very out-of-sync with the tried and true methods organizations have relied on for years.  When front-line employees deliver service that fulfills the customer’s stated needs, they are taken aback when customers give them less than satisfactory grades.  When a small gaffe triggers volcano-like customer uproar, front-line employees believe they have met a deranged deviant with[…] Continue…

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