What changes would you make if you offered your customers a 100% satisfied service guarantee?

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Lifetime warranties are a common feature of the product world.  They essentially say “we guarantee that the object you bought will work as long as you own it.  If the product ever fails, we promise to replace it or repair it to your satisfaction.”  Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in a product.  What would a lifetime warranty look like for a customer service experience?
 
Customers today have changed. They are Picky–more cautious in the choices.  Made smarter by the internet, they are empowered and emboldened to accept nothing short of value.  It has made them Fickle—quicker to leave if unhappy.  Recent research shows that forty four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! Can a customer service experience warranty help in retaining[…] Continue…

Great Teams = Great Customer Experiences

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Customers today are picky, fickle, vocal and vain. They are Vain–expecting treatment that telegraphs they are special and unique, not just one of the masses.  This customer narcissism has been forged both through the treatment provided by service providers as well as their new found muscle to get their way in the marketplace.
 
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 very competitive environment. Examining the key moments of truth that occur at important touch points in that journey to ensure the customer experience is exceeding expectations provides us with an opportunity to design and deliver the kind of innovative customer experiences[…] Continue…

Can Your Customers Sense Trust in Their Journey with You?

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For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and are the keys to building LOYALTY which drives ADVOCACY and GROWTH! Understanding the customer’s journey through their entire experience with our organization from their point of view is absolutely critical to success in today’s very competitive environment. Examining the key moments of truth that occur at important touch points in that journey to ensure the customer 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! Are there opportunities at key touch points to demonstrate to your customer that you trust them? Are you making the most of these opportunities or are you inadvertently sending signals that you don’t trust your customers?
 
Chimpanzees engage in the tradition of grooming. […] Continue…

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