Customer Service and the Rules of Combat



Yesterday we celebrated Memorial Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.
Several years ago Logan Graves posted the “Rules of Combat” out on his website.   We filed the clever set of rules away but have recently dusted them off for a fresh look at innovative service.  Here are a few of his rules.

The easy way is always mined. There is an adage that goes “Only dead fish swim with the current.”  Innovative service seeks the road less traveled in the pursuit of ingenious and novel.  Today’s wired and dangerous customers are bored with pretty good service.


No combat-ready unit ever passed inspection; no inspection-ready unit ever passed combat. Innovative service is scrappy and provocative.  It focuses[…] Continue…

Innovative Service Requires a Culture of Trust!


“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders.  The company was famous for its profit at any cost mentality and had indicated a desire to become more customer-centric with a long-term view.
A major conflict had emerged when one of the senior leaders wanted to implement an opt-out product.  Opt-out means a current customer is sold a product or service they did not request and is required to proactively let the company know they did not want the product or service.  Many customers do not micro-manage their monthly statement and thus fail to catch the added fee.  Once they do, they scream at the call center.  Tricking the customer might generate short-term profits but it clearly is not customer-centric.
The incident launched a discussion about the relevance of an impeccable character among leaders of an organization. […] Continue…

Use Innovative Service To Consistently WOW Your Customers!!



Today’s wired and dangerous customer is looking for organizations that are continuously pushing to enhance the customer journey and take their customers’ experience to another level. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth. Speed and frictionless are now expected and no longer separate you from the competition. Customers are on the lookout for companies who utilize ongoing innovation to find new ways to consistently wow their customers.
Think of all the apps we take for granted that make our work move faster and keep us connected for collaboration. Play-Doh® was the accidental by-product of an effort to develop wallpaper cleaner.  The Slinky® came about when scientists were trying to design a spring to support sensitive equipment on ships.  Silly Putty® was a mistake in an attempt to create a synthetic rubber substitute.  And the technology that made[…] Continue…

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