Does Trust Stand Out in Your Customer Journey

blocks spelling trust

We live our lives on promises.  From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.  From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries.   Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept.
Today’s customers are more powerful than ever and they are more fickle than they have ever been. They will leave a provider at the drop of a hat!! One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? Customers base the majority of their decision on where to continue to spend their hard-earned dollars on the customer service experiences they encounter. Trust […] Continue…

Use Innovative Service To Consistently WOW Your Customers!!

innovative idea


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…

Customers Today Call for Consistency!

customer 5 star rating

Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard-earned dollars on the customer service experiences they encounter. Recent research shows 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! And 76% of customers say that the level of customer service is the true test of how much an organization values them!
We completed several focus groups for a client in the senior living industry. One of our most interesting findings was that the outcome most desired by residents and family members alike was the consistency of service reliability. For the resident, it is all about the confidence that someone will answer their late night call quickly, take care of them just like they were a member of their family; that the employees here care and they can always depend on them. For family members, it is all about the confidence[…] Continue…

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