What are you doing to thank your employees and customers?

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The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*! It is particularly important to understand the fickle moniker. They are Fickle–much quicker to leave if unhappy.  They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service.  The hype of a brand name means little in deterring the disappointed customer’s exit. This means we have to have a very consistent and continuous campaign to ensure we are showing our customers how grateful we are that they are our customers!
“Thank you!” These are arguably the two most powerful words in the English language. Customers and colleagues love to hear and feel a sincere “thank you.” Imagine what would happen to your business if everyone[…] Continue…

Planning for the Dark Side of Service

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A fun activity for Chip’s grandchildren when they visit his North Georgia weekend home is panning for gold.  The sand comes from a sandy river bank near a sight that was a part of the gold rush in the early 1800’s.
Panning for gold is not easy; it works like this.  You first put a double hand full of sand in a gold pan and dip it in the water filling it half full of water.  Next, you gently move the pan back and forth as you let small amounts of yellow sand wash over the side of the pan.
The objective is to let the black sand sink to the bottom of the gold pan.  But, this is the point where panning for gold gets serious.  Impatience or strong-arming the way the pan is shaken means the black sand escapes over the side with the yellow sand.  Once black sand is the only sand left in the pan, you are rewarded with flecks of gold.  Gold resides among the black sand.
Innovative customer service is like panning for gold among the sand.  But, like service, sand can also […] Continue…

How well do you anticipate your customers’ future expectations?

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Have you noticed that your customers have changed? Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service! The kind of service that takes the customers’ breath away! If we can consistently deliver this kind of experience the payback is huge! Xerox found that customer loyalists were 6 times more likely to repurchase than satisfied customers! Verizon found that the top 15% of customers who responded to their satisfaction survey were worth 10 times as much in lifetime profits as the bottom 15%! 10 times!
Customers today are expecting treatment that telegraphs they are special and unique, not just one of the masses. They expect you to know what they want even before they know it. To achieve this in depth[…] Continue…

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