Keeping Up the Connections Required for Great Experiences!


We are in the midst of a terrible pandemic with far ranging impacts. People are dying from this horrible virus, businesses are closing all around us and families are losing everything. It is a tough time and from everything we hear this will continue for a while. Our heartfelt thanks go out to all of the brave first responders and the medical community who are working so hard to save lives in a dangerous environment.
Most of us are learning about social distancing and how to navigate a world of conference calls and WebExes. We are finding new ways to communicate and collaborate while we are under “shelter in place” restrictions. Could this be a good time to strengthen your connections with your customers?
How can you make a strong emotional connection with customers? As we often tell our consulting clients, “it is not hard”! It does take a well thought out vision of what your unique and distinguishing service experience should be[…] Continue…

Covid-19 Crisis Management Planning with a Customer Focus


On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members.  Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven.  She was the first female teacher in space.   What followed was an exhaustive effort to determine the cause of the disaster.  Top investigators, using the latest in technology and aeronautical engineering expertise, examined every square inch of the shuttle, ran countless experiments, and perused thousands of pages of aircraft blueprints.
Today we are faced with a world wide crisis with the COVID-19 pandemic. How are you communicating with your customers and employees today regarding the steps you are taking to maintain a safe environment while providing an appropriate experience.
If you have not taken advantage of the available resources to become educated[…] Continue…

When Do You Give Your Customer Service Experience a Thorough Exam?


You take your car in for regular maintenance and your body in for a physical exam.  Women get a mammogram; men get a PSA check.  The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities.  What about the service experience you provide to your customers?  Does it get a regularly scheduled check-up that touches the entire customer journey through your organization? If so, who gets to view the results of the check up and who is responsible for corrective action?
We have been working to create a short, but important check-list to review how you are doing.  Asking the customer to say “ah” (a.k.a., soliciting feedback) and checking various test results (like complaint analysis, FAQ responses and survey results) can add to your smart preventive maintenance.  Here’s a “baker’s dozen” check-up questions to get you started.  Add your own to tailor your list.

Does the service[…] Continue…

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