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…

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

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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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