What Kind of Character Does Your Service Deliver?


Recent research shows that 86% of customers say loyalty is primarily driven by likability and 83% of customers say TRUST.
We all live our lives on promises.  From the time a child can grasp the concept of “Cross my heart and hope to die,” there is a forever realization that anxiety can be only reduced through proof of trust while waiting for a promise to be kept.  From “Scout’s honor” to “I do” to “…the whole truth and nothing but the truth” we seek cues that allay our worries.   Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept.
The world of work has many forms of promises waiting to be kept.  We recollect the evident power of trust when we see brand names that have attached guarantees to their offerings–FedEx, Domino’s Pizza, Hampton Inn, Nordstrom and L.L. Bean.  And, we sense its subtle power when the hotel finds our reservation;[…] Continue…

Does Your Customer Experience Build Loyalty?


Today’s customer is very different from customers of the past. Customers today are Picky–more cautious in their 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.
44% of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! Making certain you make strong emotional connections with customers throughout their entire journey with you and having a very strong service recovery process in place is critical to attracting and retaining today’s wired and dangerous customers.
Some years ago one of John’s children played college soccer for the University of Georgia. Go Dawgs! This story still rings true in terms of how you build loyal customers.
We arrived at the new Springhill Suites in Athens, GA on the way to see our daughter[…] Continue…

Customer Service and the Rules of Combat



Yesterday we celebrated Memorial 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 innovative 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[…] Continue…

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