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 discussion was the idea that service should be a tank to protect customers from bad attitudes, indifferent service and user-hostile processes.
For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and is the key to building LOYALTY, which drives ADVOCACY and GROWTH! Understanding the customer’s journey through their entire experience with your organization from their POV is absolutely critical to success in today’s crazy competitive environment.
Examining the key moments of truth that occur at important touch points in that journey to ensure your customers’ experience is exceeding expectations provides us with an opportunity to design and deliver the kind of innovative customer experiences that drive advocacy and spur repeat purchases! But even if you eliminate indifferent service and create new user friendly processes, exposing customers to employees with bad attitudes will send them all to your competitors every time with supersonic speed!
If you asked your customers to characterize the service they receive from you as a mode of transportation, what would they choose? And, what would their choice communicate about how you deliver customer service? Have you completed an “attitude audit” from the customer’s perspective lately? Do they need a tank to survive the journey through your organization?
Be sure to check out this recent post from Chip: https://www.chipbell.com/blog/serving-like-a-wise-owl/