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


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…

How are You Communicating Gratitude and Appreciation?


As the Thanksgiving holiday approaches it 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[…] 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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