What’s Driving Your Response To a Major Crisis?


On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven. She was the first female teacher in space. What followed was an exhaustive effort to determine the cause of the disaster. Top investigators, using the latest in technology and aeronautical engineering expertise, examined every square inch of the shuttle, ran countless experiments, and perused thousands of pages of aircraft blueprints.
The failure of one O-ring seal was determined to be the cause of the Space Shuttle Challenger disaster. A contributing factor was cold weather prior to the launch. This was demonstrated by Cal Tech physics professor Richard Feynman when he placed a small O-ring into ice-cold water and subsequently showed its loss of pliability before an investigative[…] Continue…

Are You Consistently Taking Your Customers Breath Away?


In today’s hyper-competitive market customers long for organizations, they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take their breath away!
We believe there are three ingredients that create this superb customer service experience greatness recipe. Those ingredients are: the dream, the drive, and the discipline. 
The dream (or service vision) must be aspirational while providing a clear picture of the distinctive customer experience the unit or organization seeks to consistently create, throughout the customer’s journey both internally and externally. 
The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits throughout the organization.
The discipline means hardwiring standards (expectations) and behaviors (evidence) into the performance management process so there is both clarity and accountability. […] Continue…

How Are You Receiving Early Warning of Customer Discontent?


Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view.  Weather becomes up close and personal.   We watched a major rainstorm crawl across the distant plains and deliver a hard punch to downtown Dallas streets.  It sent pedestrians scurrying for cover.  Cars slowed to a snail’s pace; streets gorged with torrents quickly looked more like a river than a freeway.
Customers are in the crosshairs of a perfect storm.  The continued experience of a hard-hitting, long-lasting, economy wrecking pandemic has left them anxious about the future and cautious about investing in service that does not have obvious value.  The shift from face-to-face and ear-to-ear service to automated self-service, often without an exit or access to a person for help has left them frustrated by convenience gone awry.  And, the power of the Internet and social media has provided customers with the tool to deliver a […] Continue…

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