How many “advocates for customers” work in your organization?

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Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service?
 
We walked into the Marriott Windsor, Connecticut on a Monday about 8:20pm after a two hour flight from Atlanta to find a crowd at the Front Desk. Looking for dinner, we headed directly to the restaurant and requested our favorite server, Lacey. Lacey gets great service and of course, remembered us from our last visit.
 
After a warm welcome, she raced to deliver our favorite beverages which she remembered as well. She updated us with the dinner specials, answered our questions with infectious enthusiasm and gave us a few minutes to select our choices. When she returned to take our order we told her we had a “special service challenge”. As we expected Lacey was up for the challenge! We explained[…] Continue…

Creating Strong Emotional Connections for Great Customer Experience

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76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. 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.
How can you make a strong emotional connection with customers?
As we often tell our consulting clients, “it is not hard”! But, 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 across the entire customer journey. There are several common components we find that deliver[…] Continue…

Do You Love Up Your Customers?

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Noted small business guru Jim Blasingame talks often on his syndicated radio show about the importance of “loving up” your customers in today’s highly competitive marketplace. He encourages his listeners to be certain they train their employees on the appropriate ways to “love up” their customers and to ensure they never miss the opportunity to demonstrate their prowess at “loving up” customers.
 
The landscape of customer service has been re-contoured. Today’s customers are not at all the way they used to be 5 years ago. What has caused customers to be so different? First, customers get terrific service from some organizations and use those experiences to judge everyone. When the FedEx delivery person walks with a sense of urgency we expect the mail carrier to do likewise. Second, customers have far more choices than ever before so they are forced to use their purchase experience as their primary tool for discernment.[…] Continue…

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