What is Required for Great Customer Experiences!


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. As Bruce Temkin states, “Hopefully you recognize that emotion is a critical component of customer experience.”
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, as well as a clear definition of the experiential elements employees need to consistently provide to deliver your special experience. There are several common components we find that deliver the “special” feeling to customers that […] Continue…

Is Your Unit a Coyote or a Roadrunner?


The Road Runner streaks into the sunset leaving behind a vanquished coyote with a look of exasperation and exhaustion.  Road Runner 1, Wile E. Coyote…0.  “Beep-beep!”
We laugh at the inevitable outcome.  The Road Runner is the epitome of confidence—power at warp speed.  He doesn’t just escape; escape implies the threat of capture, and the Road Runner never seems seriously concerned.  He emerges…victorious, again.  The cartoon metaphor contains powerful lessons relevant for enterprises seeking marketplace victories.
We live in an era where today’s wired and dangerous customers expect personalized outcomes delivered by passionate, agile, and super responsive employees…where spirited, on-the-run learners outpace “just-follow-the-Acme-instructions” domesticated workers.  We live in a time when roadrunners rule and coyotes…crash!
Wile E. Coyote is earnest; Road Runner[…] Continue…

Goodbye to a Wonderful 2019! Hello to a Fabulous 2020!


As 2019 draws to a close it is a 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 […] Continue…

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