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


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…

Customers Today Call for Consistency!


Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard-earned dollars on the customer service experiences they encounter. Recent research shows 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! And 76% of customers say that the level of customer service is the true test of how much an organization values them!
We completed several focus groups for a client in the senior living industry. One of our most interesting findings was that the outcome most desired by residents and family members alike was the consistency of service reliability. For the resident, it is all about the confidence that someone will answer their late night call quickly, take care of them just like they were a member of their family; that the employees here care and they can always depend on them. For family members, it is all about the confidence[…] Continue…

The Power of Fast!


The root canal had a hiccup. Three weeks after the dental procedure, Chip called his world-class dentist to alert him that mild discomfort had returned to his wayward tooth. He was calling for an appointment. “He wants to see you right now,” said the receptionist. Minutes later he was in the dentist chair!
Year-end tax planning yielded a couple of unexpected technical questions. Chip called his tax accountant to set up a phone appointment. “If you have the time I can put you through to her now,” said her assistant. Seconds later he was in a conversation he predicted he would have to wait several days to have.
John’s car odometer matched the “Get an Oil Change” sticker on my windshield. When he called his auto repair and maintenance shop to schedule a time for them to change the oil, rotate and balance the tires and any other needed maintenance, he got a friendly voice that said: “Can you bring your car in right now?”
The dentist, accountant,[…] Continue…

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