How many “advocates for customers” work in your organization?

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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…

Do You Love Up Your Customers?

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Noted small business guru Jim Blasingame talks often on his syndicated radio show about the importance of “loving up” your customers in today’s highly competitive marketplace. He encourages his listeners to be certain they train their employees on the appropriate ways to “love up” their customers and to ensure they never miss the opportunity to demonstrate their prowess at “loving up” customers.
 
The landscape of customer service has been re-contoured. Today’s customers are not at all the way they used to be 5 years ago. What has caused customers to be so different? First, customers get terrific service from some organizations and use those experiences to judge everyone. When the FedEx delivery person walks with a sense of urgency we expect the mail carrier to do likewise. Second, customers have far more choices than ever before so they are forced to use their purchase experience as their primary tool for discernment.[…] Continue…

Who is in charge of your ATTITUDE?

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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…

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