Keeping Up the Connections Required for Great Experiences!


We are in the midst of a terrible pandemic with far ranging impacts. People are dying from this horrible virus, businesses are closing all around us and families are losing everything. It is a tough time and from everything we hear this will continue for a while. Our heartfelt thanks go out to all of the brave first responders and the medical community who are working so hard to save lives in a dangerous environment.


Most of us are learning about social distancing and how to navigate a world of conference calls and WebExes. We are finding new ways to communicate and collaborate while we are under “shelter in place” restrictions. Could this be a good time to strengthen your connections with your customers?


How can you make a strong emotional connection with customers? As we often tell our consulting clients, “it is not hard”! It does take a well thought out vision of what your unique and distinguishing service experience should be as well as a clear definition of the experiential elements employees need to consistently provide to deliver your special experience. There are several common components we find that deliver the “special” feeling to customers that bring them back and cause them to advocate for your business.


We find the top component in terms of “return on experience” is delivering a strong personal connection. It starts with an attitude for service greatness and a commitment to knowing and using your customers’ name. What comes next is a sincere curiosity to learn more about your customer and the willingness/ability to use that knowledge in forging not only a strong connection but in delivering a service experience tailored to their life and/or their business.


There has been much written about the necessity of good listening as a precursor to delivering great service. We believe you cannot get to great service without great listening! In today’s fast paced world of electronic communications (email, text, tweet, etc.) you can differentiate your service with great listening to form a strong personal connection.


What is your vision for the kind of service experience you want to consistently deliver to customers? Have you communicated this vision effectively throughout your organization? Does everyone understand the attitude and behaviors needed to deliver that unique experience consistently? Are you using the customer’s name every time? What role does great listening play in your customers’ experience?


Good luck to all our readers! Stay safe out there!


Please check out Chip’s recent article: