What are your Customers’ expectations of “Fast?”


The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class.  All of nature knows night from day, but your dog is clueless about what 9:30 means.  When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.  The measurement of time is a non-existent construct we are taught from the instant we heard, “time for bed.”
Time has become a crucial component for customers’ expectations of “promises kept” with today’s Wired and Dangerous Customers. We live in a 24 hour x 7 days x 365 day wired world. Blame it on FedEx, Netflix, Amazon or Uber, the fact is the old prompt is today’s super punctual.  Yesterday’s “in a hurry” is today’s “in a flash.”  We don’t fax documents[…] Continue…

Keeping the Relationship in the Customer’s Experience


CX (customer experience) has been hot for a few years.  But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” aspect from “customer experience”    The by-product was aptly characterized by a friend of ours describing her bank.
“They installed this new customer experience management system so all my correspondence from them is now tailored––they even knew my son was heading off to college this year.  Now, when I call and give them my account number, they comment on the fact that I have a new Buick, financed by their loan department.  But all that is just mechanized.  When I walk in any branch no one acts like they know me or even wants to get to know me!  Give me back old fashioned personal service, not this customer-ized baloney.  It’s no more genuine than the ATM.”
Attitude is the fuel of innovative service and an attitude that clearly […] Continue…

What is Required for Great Customer Experiences!


Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. As Bruce Temkin states, “Hopefully you recognize that emotion is a critical component of customer experience.”
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 […] Continue…

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