Do you regularly view the customer journey from their point of view?


A man lived right by the railroad track.  For years, the train roared by his bedroom window at two-o’clock every morning.  He grew so accustomed to it that it never disturbed his sleep.  One night no train came through.  The usual train was taken out of circulation for maintenance and a substitute was unavailable.  At precisely 2 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”
Customer service can be a lot like the man in the house beside the track.  We take it completely for granted.  We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes. Processes become a lot like wallpaper to a resident and we become afflicted with a type of blindness that keeps us from appreciating our customer’s world.  That is until something jolts us into suddenly noticing the unnoticeable.  An important customer leaves angry; a key account is lost to the competition, or a sneering review[…] Continue…

Customer Volcanoes


Working in Nicaragua we were surprised to see active volcanos with large craters and smoke seething from their tops.  Volcanos usually offer a warning before “blowing their tops.”  Sometimes, it is added smoke billowing into the skyline; sometimes it is a series of minor earthquakes.  When the internal pressure builds to a certain point, fire and heat go sky high; volcanic ash and lava spread way beyond the crater.  The greatest tragedy is that nothing grows in the path of the lava for many, many years.
Customer issues can be like volcanos.  Customers typically provide warnings before they blow their tops. It could be a minor complaint or an unexpected change in buying habits.  It could be an unexplained reserve or shyness on the part of the customer.  If service providers ignore the signs of discontent and fail to intervene, they catch the wrath and heat of customer anger.  Today’s customers sometimes erupt without warning. All[…] Continue…

How well do you anticipate your customers’ future expectations?


Have you noticed that your customers have changed? 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! Xerox found that customer loyalists were 6 times more likely to repurchase than satisfied customers! Verizon found that the top 15% of customers who responded to their satisfaction survey were worth 10 times as much in lifetime profits as the bottom 15%! 10 times!
Customers today are expecting treatment that telegraphs they are special and unique, not just one of the masses. They expect you to know what they want even before they know it. To achieve this in depth[…] Continue…

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