Gratitude – Important for Independence Day and A True Measure of your Service Warmth*


“Thank you” are the two most important words in the English language.  Yet, how often are you served and end up the only one in the equation doing the thanking? As we approach the celebration of Independence Day we are reminded to take a moment and thank the brave founders of our great country. These folks were brave enough to sign and adopt the Declaration of Independence on July 4th, 1776. Who stopped to say thank you to these brave men and women?
It is always important and never more so than in today’s tough economy to make sure customers know unmistakably that you do not take them for granted. If all your customers exited tomorrow (which they certainly could), how well would you fare the day after tomorrow?
The goal of an effective “Thank You” is not simply the expression of a statement but rather the conveyance of a feeling. We have all been on the receiving end of “thanks” knowing there was little sincerity. Thanks means communicating[…] Continue…

Viewing the Customer Journey Through a New Lense


What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach?
At the core, anthropology is the study of humanity. Social or cultural anthropologists seek to understand how a culture, tribe, family or clan link together through language, myths, mores, beliefs, rituals, and symbols. What is it that makes the Cochiti, Samoans, Kurds, Navy Seals, Hell’s Angels, Hatfield’s or McCoy’s a linked clique beyond their common history or shared place?
Customers have many similarities; they also have major differences. Their sense of sameness comes through a similar reading of signals and symbols with common interpretation. Their differences lie in their varied reactions to the factors that make them alike. Today’s Wired and Dangerous customers want what they want, when and how they want it. They expect to interact[…] Continue…

Great Service is Like a Puzzle


Puzzles are fun…especially, on a rainy day when there’s no ballgame on television.  Puzzles can be a great bonding experience for families.  Putting a puzzle together has a lot of similarities with creating a great customer experience for today’s wired and dangerous customer..
Putting a puzzle together begins by looking at the picture on the front of the puzzle box.  Great service begins with a clear picture of what the experience should be like consistently across all units.  Consistency gives customers trust and confidence.  Service at branch A should be like branch B; customers should be forced to pick a service person because one known to be great; others not so great.
Puzzles require all the pieces.  The biggest irritant to a puzzle enthusiast is a missing puzzle piece.  The same is true for great service.  Great front line service people are only as good as the tools, supports, authority provided them.  Friendly, but incompetent[…] Continue…

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