Be Sure to Make it Right


John’s mother passed away several years ago. One thing he remembers vividly about his mom in her later years was how much she enjoyed receiving flowers on special occasions. When she was about to celebrate her 90th birthday he sent her a special arrangement of flowers the week before her birthday! Obviously a very special time and a time for great celebration! John had enjoyed great service and great flowers from Capitol’s Rosemont Gardens in his mom’s hometown for many years so he ordered a “deluxe arrangement” with a “Happy Birthday” balloon via the internet.
His mom typically calls John when she receives flowers so he was not surprised when his cell phone rang early the day after the flowers were delivered. She thanked John for the lovely flowers and then told him they were beginning to “droop” after 24 hours. She was surprised given who delivered the flowers and John assured her he would call the florist as soon as he finished […] Continue…

Fostering Innovation Requires Character!


“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders. The company was famous for its profit at any cost mentality and had indicated a desire to become more customer-centric with a long-term view.
A major conflict had emerged when one of the senior leaders wanted to implement an opt-out product. Opt-out means a current customer is sold a product or service they did not request and is required to proactively let the company know they did not want the product or service. Many customers do not micro-manage their monthly statement and thus fail to catch the added fee. Once they do, they scream at the call center. Tricking the customer might generate short-term profits but it clearly is not customer-centric.
The incident launched a discussion about the relevance of impeccable character among leaders of an organization. Most organizations[…] Continue…

What Is Your Formula for Delivering Powerful Customer Experiences?


Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. Forbes reports that 73% of companies with above-average customer experience perform better financially than their competitors. 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 the 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[…] Continue…

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