In today’s hyper competitive market customers long for organizations they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take the customer’s breath away!
We believe there are three ingredients that create this superb service greatness recipe. Those ingredients are: the dream, the drive, and the discipline.
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 have common[…] Continue…
Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rain storm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover. Cars slowed to a snail’s pace; streets gorged with torrents quickly looked more like a river than a freeway.
Customers are in the crosshairs of a perfect storm. Their vivid memories of the last hard hitting, long lasting recession has left them anxious about the future and cautious about investing in service that does not have obvious value. The shift from face-to-face and ear-to-ear service to automated self-service, often without an exit or access to a person for help has left them frustrated by convenience gone awry. And, the power of social media has provided customers with the tool to deliver a downpour of blame as they flood[…] Continue…
Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. When it comes to deciding where to shop, 64% of people rate quality of customer experience as more important than price. 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 that 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 engines straining[…] Continue…