Who is in charge of your ATTITUDE?


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.  Thirty three percent of Americans say that it takes only a single instance of poor service for them to consider[…] Continue…

Do Your Customers Experience Your Values?


High Point University is a private college in High Point, North Carolina.  When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. The wireless campus is an immaculate setting with speakers playing classical music as students change classes.  However, everything is done to model a value.  Kiosks have free healthy snacks students can grab as they walk to class (modeling Generosity and Wellness).  There are dorm concierges (Service), valet parking at night (Security), free Saturday car wash and an ice cream truck on hot days (Joy), live music in the cafeteria to attract students to stay and chat instead eat and run (Fellowship).  Students get a birthday card with a free Starbucks card inside (Caring).  “America’s Best Colleges” 2017 Edition, published in the U.S. News & World Report, ranks High Point University No. 1 among all regional colleges in the South[…] Continue…

What’s in the Recipe for Great Service?


We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline. Today’s customers are changing providers faster than ever before when they don’t consistently receive great service. Making sure you have these three ingredients driving your customer journey is critical for service success.
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 […] Continue…

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