How to Un-Timid Your Customers


The idea honestly came from renowned songwriter Diane Warren. She was the award-winning composer who wrote “Un-break My Heart” for singer Toni Braxton. The song title invites your thinker to think differently about a particular concept–how to undo a condition already present rather than zeroing in on how to prevent it in the first place.
Chip’s dentist and pet boarder both have phone systems that place you in a phone tree. It sounds like, “If you are a new customer, press one,” or “for reservations punch three.” That is all well and good. Except many times when a call is initiated, Chip is driving. There is no, “or say one” in the phone message. For daredevils, it forces you to take your eyes off the road to punch your phone. For safe drivers, it necessitates pulling over and stopping to use the phone. Neither option is customer friendly. When the Bells have offered feedback, they have gotten excuses about the phone vendor.[…] Continue…

Is Your Customers’ Journey Sparkly or Just Service Eye Candy?


Eye candy!  It is such a really cool label. It should be a phrase that has a terrific reputation. After all, who doesn’t like candy?  And, “a sight for sore eyes” is a positive and encouraging statement.  Most of us see too much plain vanilla and drab stuff.  But, eye candy has a shady reputation. It typically means attractive but superficial.
It’s like the apple that Snow White ate – it looks really great to take a bite out of, but at the end of the day it will put your customers in a deep sleep and not nourish them long-term.
One can also look at how customer service is delivered across your customers’ journey and see a similarity. If your customer service is simply – service eye candy  – “looks good on the outside, but no depth of quality on the inside,” then your long-term customer loyalty will suffer.
In the Sixties, we called it “show window service.” You get a sense of potential service eye candy when you notice signs and posters[…] Continue…

Guiding Lights for the Customer Journey


Night lights come in many forms and styles. The one in the room where Chip’s granddaughters sleep when they come for a visit looks like a pink princess crown. We have a friend who is an avid bird watcher—every night light in his house is a different bird. We once saw a night light in a bar that put a Christmas bubble light behind a picture of a guy drinking a mug of beer. The bubble light made the night light animated!
Night lights serve many purposes.  Some light the way along a path in the dark to keep someone from getting lost or off in the bushes. Some night lights are a symbol of hospitality (“We’ll leave a light on for you”). Others communicate an important message—like “we are open” or “this area is safe.” Night lights are powerful symbols of security, attentiveness and caring.
Today’s wired and dangerous customers expect to journey through their experience with your organization without friction, hassle or delay. There are[…] Continue…

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