How can you put customers in position to guide your direction?


Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience. And 76% of customers say the level of customer service you provide is the true test of how much your organization values them. 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 of a committee the “chair.” Many renowned professors[…] Continue…

How can you retain an upset customer?


New Voice Media recently reported that poor customer service loses American companies over $62 billion annually. 33% of Americans say it only takes a single instance of poor customer service for them to consider switching companies reports American Express! 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.  Fifty one percent of Americans say that they will never do business with a company again after having a negative experience!  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[…] Continue…

Are You Up to Date on Customer Thresholds for Service Delivery?


We are seeing a lot of threshold alarms these days.  Highway freeways tell us “minimum speed 40 mph.”  It is a way of keeping horse drawn buggies off the road.  Minimum orders signal that only volume purchases are allowed.  Even Disney has threshold alarms that say a child must be “this tall” to get on a particular attraction.  As her two older sisters zipped past the “this tall” sign, it promoted my youngest granddaughter to say, “Tell them that scary things don’t scare me!”
Customers also have minimums.  Their pursuit of effortless, fast-paced service has shortened their wait clocks and adjusted downward their hassle monitor.  Their standards for letting service providers into their game has ratcheted dramatically up.  They have no tolerance for toil, no interest in insipid, and no patience of the pedantic.  And, when their mediocre meter goes off, they alert all in their cyber reach to stay away.
 […] Continue…

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