What is Required for Great Customer Experiences!

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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. As Bruce Temkin states, “Hopefully you recognize that emotion is a critical component of customer experience.”
How can you make a strong emotional connection with customers? As we often tell our consulting clients, “It is not hard!” 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. There are several common components we find that deliver the “special” feeling to customers that […] Continue…

Can Your Customers Always Feel the Trust in Their Journey With You?

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We live our lives on promises.  From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.  From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries.   Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept.
 
Trust is the emotion that propels customers to the other side of the gap between their expectation and their experience.  Making trust the centerpiece of your customer’s journey can catapult a service provider into a position of distinction in the eyes of customers.  The manner in which the organization manages customer trust across the organization drives every other component of the service encounter.   What are ways you can insure[…] Continue…

How Deep is Your Service Attraction?

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Eye candy!  It is such a really cool label.  It should be a phrase that has a terrific reputation.  After all, who doesn’t like candy?  And, “a sight for sore eyes” is a positive and encouraging statement.  Most of us see too much plain vanilla and drab stuff.  But, eye candy has a shady reputation.  It typically means attractive but superficial.
 
It’s like the apple that Snow White ate – it looks really great to take a bite out of, but at the end of the day it will put your customers in a deep sleep and not nourish them long-term.
 
One can also look at how customer service is delivered across your customers’ journey and see a similarity. If your customer service is simply – service eye candy  – “looks good on the outside, but no depth of quality on the inside,”   then your long-term customer loyalty will suffer.
 
We used to call it “show window service.”  You get a sense of potential service eye candy when[…] Continue…

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