Does Your Customer Listening Process Provide Easy Warning?

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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…

How powerful is the experience you are currently delivering to customers?

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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…

Creating Strong Emotional Connections for Great Customer Experience

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76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. 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.
How can you make a strong emotional connection with customers?
As we often tell our consulting clients, “it is not hard”! But, 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 across the entire customer journey. There are several common components we find that deliver[…] Continue…

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