Keeping the Relationship in the Customer’s Experience

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CX (customer experience) has been hot for a few years.  But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” aspect from “customer experience”    The by-product was aptly characterized by a friend of ours describing her bank.
 
“They installed this new customer experience management system so all my correspondence from them is now tailored––they even knew my son was heading off to college this year.  Now, when I call and give them my account number, they comment on the fact that I have a new Buick, financed by their loan department.  But all that is just mechanized.  When I walk in any branch no one acts like they know me or even wants to get to know me!  Give me back old fashioned personal service, not this customer-ized baloney.  It’s no more genuine than the ATM.”
 
Attitude is the fuel of innovative service and an attitude that clearly […] Continue…

Goodbye to a Wonderful 2019! Hello to a Fabulous 2020!

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As 2019 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be.
 
“Thank you!” These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers. We have all heard “thank you” directed at us, knowing full well there was little sincerity behind it.  For today’s wired and dangerous customer we know that indifference is a killer and customers exit rapidly when they sense this attitude. Delivering great service means making sure that your entire organization communicates gratitude in a fashion that makes customers feel your authenticity.
 
What are you doing to deliver an authentic communication of gratitude to […] Continue…

How Do You Show Appreciation to 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[…] Continue…

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