Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. When it comes to deciding where to shop, 64% of people rate quality of customer experience as more important than price. For today’s wired and dangerous customer any encounter with indifferent service fosters a quick exit to a new provider.
Imagine a quiet Saturday afternoon watching a favorite sports event suddenly interrupted by a loud popping sound immediately followed by smoke in the house. What flashes through your mind is a combination of, I just lost the big screen TV, the house is on fire and much later in the day – who won that game I was watching?
My wife shut down all of the power while I checked out the room adjoining the big screen TV which had filled with smoke. “Call the fire department now!” I exclaimed. In just a few minutes we heard the welcome sound of sirens and major diesel engines straining[…] Continue…
Articles By: WI Admin
Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service?
We walked into the Marriott Windsor, Connecticut on a Monday about 8:20pm after a two hour flight from Atlanta to find a crowd at the Front Desk. Looking for dinner, we headed directly to the restaurant and requested our favorite server, Lacey. Lacey gets great service and of course, remembered us from our last visit.
After a warm welcome, she raced to deliver our favorite beverages which she remembered as well. She updated us with the dinner specials, answered our questions with infectious enthusiasm and gave us a few minutes to select our choices. When she returned to take our order we told her we had a “special service challenge”. As we expected Lacey was up for the challenge! We explained[…] Continue…
76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.
How can you make a strong emotional connection with customers?
As we often tell our consulting clients, “it is not hard”! But, it does take a well thought out vision of what your unique and distinguishing service experience should be as well as a clear definition of the experiential elements employees need to consistently provide to deliver your special experience across the entire customer journey. There are several common components we find that deliver[…] Continue…