Can Your Customers Sense Trust in Their Journey with You?

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For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and are the keys to building LOYALTY which drives ADVOCACY and GROWTH! Understanding the customer’s journey through their entire experience with our organization from their point of view is absolutely critical to success in today’s very competitive environment. Examining the key moments of truth that occur at important touch points in that journey to ensure the customer experience is exceeding expectations provides us with an opportunity to design and deliver the kind of innovative customer experiences that drive advocacy and spur repeat purchases! Are there opportunities at key touch points to demonstrate to your customer that you trust them? Are you making the most of these opportunities or are you inadvertently sending signals that you don’t trust your customers?
 
Chimpanzees engage in the tradition of grooming. […] Continue…

Good bye to a wonderful 2018! Hello to a fabulous 2019!

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As 2018 draws to a close, it is 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 your customers,[…] Continue…

If Customers Characterized Your Service as a Mode of Transportation, What Would They Choose?

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It all started with a party game…
Those funny “what if” social games that get sillier with late night exuberance and adult beverages. “What fruit would they be if all pharmacists were a fruit?” asked one guest, a deeply serious pharmacist. “If lawyers were farm animals, which one would they be?” teased another guest, targeting his attorney friend. Chip popped the obvious question–if customer service was a mode of transportation, what would it be? It yielded a few interesting, yet provocative, answers.
“Service should be a limousine,” one guest commented, “helping important people get what and where they want.” “I think a jeep,” said another, “since today’s customers have to traverse some challenging emotional terrain with all the self-service to which they are subjugated.” There were wild suggestions of golf carts, jet planes, and motorcycles. But, the one that prompted the most interesting[…] Continue…

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