Veteran’s Day – Innovative Service and the Rules of Combat


This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.
Several years ago Logan Graves posted the “Rules of Combat” out on his website.   We filed the clever set of rules away but have recently dusted them off for a fresh look at imaginative service.  Here are a few of his rules.

The easy way is always mined. There is an adage that goes “only dead fish swim with the current.”  Innovative service seeks the road less traveled in the pursuit of ingenious and novel.  Today’s wired and dangerous customers are bored with pretty good service.
No combat-ready unit ever passed inspection; no inspection-ready unit ever passed combat.  Innovative service is scrappy and provocative.  It focuses on what works, not on what’s[…] Continue…

What Chair is Reserved for Your Customer?


Have you noticed that your customers have changed? Customers say they are more likely to try additional services or products from brands that provide superior customer experience. They have raised the bar on how they view customer experience. 94% of consumers who give a company a “very good” customer experience rating are likely to purchase more products or services from that company in the future. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service! The kind of service that takes the customers’ breath away! If we can consistently deliver this kind of experience the payback is huge!
Chairs are a big deal. The big boss sits in the chair at the head of the board table. The best player in each section of an orchestra is called “first chair” and the first chair of the first violin section is the “concertmaster.” We call the leader[…] Continue…

How Can You Turn an Incensed Customer Into an Instructive Customer?


PwC reports 32% of all customers would stop doing business with a brand they loved after one bad experience. After experiencing value-enhancing customer service interactions, there is an 82% probability that the customer would stay even when presented an opportunity to switch. Made smarter by the internet, customers are empowered and emboldened to accept nothing short of value.  It has made them Fickle—quicker to leave if unhappy.  It means we have to have a powerful service recovery capacity to fix things quickly when they go wrong.  
It was a stormy night and Chip’s three granddaughters were awakened by the loud, shake-the-rafters thunder.  They quickly descended upon his bedroom, eager to sleep with Chip and Nancy.  Their arrival triggered a discussion about the difference between thunder and lightning, including how to count the delay between sight and sound to know how far away the lightning was.  When they began taking[…] Continue…

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