Blog
National Customer Service Week: Thursday’s Hero
Don’t see customers through the lens of the organization; see the organization through the lens of your customers. National Customer Service Week is a chance to start serving like a great concierge. Pay attention to the details with the same vigilance as the big stuff. Help your customers get the feeling they are your only customer. Be a great host to those you serve.
National Customer Service Week: Wednesday’s Hero
When you think delivering extraordinary service is challenging, costly or complicated, just stop by Sandy’s place and she will be happy to help you learn the secrets. Happy National Customer Service Week!
National customer Service Week: Tuesday’s Hero
One of the most powerful ways you can show your appreciation is by monogramming their experiences. Find a way to show your customers how much you know about their hopes and needs.
National Customer Service Week: Monday’s Hero
Great service means caring so much about the experience you are authoring or the product you are caretaking that you are willing to invest more, purely out a pursuit of remarkable.
Practice Like a Pro: It Will Show – Guest Post by Brenda Wensil & Kathryn Heath
Leadership isn’t a birthright. Instead, the act of leadership is a set of skills that can be learned. To be a leader, you simply have to practice the craft of leading, whether that means leading people or ideas or standards.
How To Build A Legendary Organization
Being a great employer not only can make you respected; in the eyes of your employees, it can make you legendary.
Are your customer loyal or just satisfied?
Does your commitment to a brand, service, or product include more than giving them your time, energy, or funds? Loyalty is cleaning their sink so other patrons will see them through your loyal eyes. Loyalty is not just allegiance, it is support.
Do You Have Too Many Customers?
We all measure the quality of our relationships by the priority they have for both parties in the union. We determine value by what we are willing to sacrifice for it. Don’t let your customers start looking for the exit door because they feel you are too busy with more important things.
Create Colorful Memory Bubbles
As service providers we have the important opportunity of contributing to the significant memory bubbles of our customers.
What’s Your Customer Experience Trailer?
Trailers set the tone for the customer experience and outcome that follows. Done well, they attract, intrigue, and most of all, invite. They serve as an anticipatory set designed to shape expectations, elevate enthusiasm, and prepare the customer for the service climax–the fulfillment of a need, hope, or expectation coupled with a delightful memory customer cannot wait to share.
You Are Invited to a Customer Reunion
Customers today demand all three and tailor-made to boot. But the most memorable experience for today’s customers is a highly personal encounter focused on the customer as a unique individual, not as one-of-many consumers.
Avoiding a Customer-Hostile Ending Memory
Much is written about understanding a customer’s journey through an organization’s service processes. Organizations train for a friendly customer greeting and effective hosting. They scrutinize associate handoffs and communications. They send out customer surveys and install suggestion systems. In the healthcare world, much is spoken about bedside manner, patient rights, and efficient wayfinding.
“…But It’s Not What I Want!”
It made me think about the many times we completely miss the mark when serving customers. We fail to be attentive to what matters most to them, desiring instead to serve them what we want them to want. We try to force fit our systems and processes grounded in convenience to us even though it creates dissonance and angst for the customer. We make it hard for them to give us their money.
Stop Stepping Over Dollars
One of the most famous automobile dealerships in the world is Sewell Village Cadillac in Dallas, Texas. After calculating the lifetime value of a loyal buyer, owner Carl Sewell, author of Customers for Life, said, "If the typical happy customer spends over $300,000 in...
Make your customers’ experiences an adventurE
Walk a bit on the wild side with your customers. Instead of recommending the predictable service buffet, deliver an experience more like ice-cold carrot juice with fresh ginger root! Take your customer on a memorable adventure and they will return with their fidelity and funds.