Are Your Departments Partnering to Deliver Great Service?

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Copyright: floralset / 123RF Stock Photo
 
Customers are different today! Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience. 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!
 
Recent research concludes that since 2009, customers are valuing an “average” experience less and have even less patience for variability in delivery. In addition, companies that experience inconsistency challenges often expend unnecessary resources without actually improving the customer journey. Making additional investments to improve the customer experience without tightening the consistency of experience[…] Continue…

Good bye to a wonderful 2018! Hello to a fabulous 2019!

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As 2018 draws to a close, it is time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be.
“Thank you!”
These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers. We have all heard “thank you” directed at us, knowing full well there was little sincerity behind it.  For today’s wired and dangerous customer we know that indifference is a killer and customers exit rapidly when they sense this attitude. Delivering great service means making sure that your entire organization communicates gratitude in a fashion that makes customers feel your authenticity.
What are you doing to deliver an authentic communication of gratitude to your customers,[…] Continue…

Have You Created a Great Service Exit?

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The opening keynote was preceded by the safety briefing for the large banquet hall attendees.  It was the usual “in case of fire” cautions and instructions.  It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective. The flight attendant on the airline does the same “notice the exits” speech before every flight. Every movie at the theatre asks the audience to “please find the nearest exit in case of an emergency” before the main feature begins.
Great Service Has Great Exits
We all enjoy the convenience as well as speed of self-service and automation…when it works. But, if we are caught inside with a less than satisfactory experience, we need a great exit.  Great exits include cross-trained wait staff able to swing into action when your server seems to have disappeared.  It includes supervisors and managers who can take […] Continue…

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