Blog
Make Customers Think You Are Clairvoyant
Clairvoyance is all about anticipating customer needs and creating an experience that causes customers to notice the special superpower.
Four Commitments for Fantastic Customer Experience – Guest Post by Becky Robinson
Most businesses want to attract more customers and keep those customers for as long as possible. It’s the combination of acquiring a growing customer base and retaining each customer long-term that makes the biggest difference to an organization’s success.
Do You Nurture Encore customers?
Customers today are at great risk of all manner of danger–physical, emotional, and financial. The TLC you provide them will determine if they are encore customers, returning with their patronage, and bringing along customer seedlings to brighten your reputation and enrich your revenue.
Sunflower service
Sunshine service involves making the customer the center of your attention like the sunflower does the sun. It means channeling your service energy to best respond to the customer’s needs and expectations. It means not being distracted while maintaining your laser-like focus. And customers are so warmed by the special attention they gladly give you their loyalty and their funds.
In Customers We Trust
Don’t build your business around the infrequent “bad apple” (pun intended). Trust your customers and they will trust you back.
Customer Service Leadership: Zelensky Style
Employee empowerment is not given; it is inspired. It is not bestowed; it is nurtured. Show the true meaning of leadership through your authenticity, role model, humility, and courage. #ServeCareLove the world.
“I Need Ammunition, Not a Ride”
Great leadership requires courageously standing for what you believe and ignoring the expedient, convenient, easier, safer, or risk-averse routes. It involves taking the high ground with its allegiance to values. And it requires the recognition that leaders walk in a spotlight. Their associates watch their moves, not their mouth. As humorist Will Rogers said, “People learn from observation, not conversation.”
Give Your Customers Volunteer Service
Customers love volunteer service—something that occurs without regard to pattern, agenda, or marketing plan.
Surprise Customers with Unexpected Passion
Customers love getting service delivered by passionate associates. Research shows they abhor indifferent service even more than they hate bad service. Bad service can be explained as a byproduct of factors beyond the influence of the frontline persons. Indifferent service, on the other hand, signals one clear and present message—the lack of caring.
Refocusing Your Customer-Facing Associates
It all started when we drove up to the speaker menu at a quick-service restaurant. "Can I take your order?" the attendant coldly barked. When my wife, on hearing the deep voice of the attendant, politely said, "Thank you, sir," she got back a sharp, "It is ma’am." She...
Unleashed Learning: The Premier New Year’s Resolution
"What is your terminal degree?" she asked me. I was taken aback. "You make it sound like I am completely finished with learning," I replied, trying my best to sound like a stern professor. My favorite hobby is volunteering as a board member of a nearby writers’...
The Fallacy of Too Much
Customer experience has its share of excesses. Excellent service means remaining ever vigilant for those excesses that can frustrate our customers.
Encourage Your Associates to “Show Off”
She had the entire line of the check-out counter completely mesmerized. It was as if she was using us as her test audience for a comedy try-out. And she was funny and entirely unleashed. Yet, she never slowed her rhythmic action on the grocery story register and...
Leading Amazing Harpers
Every organization on the planet would like to be populated with employees who view themselves as amazing. Amazing people produce amazing results.
Customer Service as Community
Today customers are way more particular about their return on investments of time, money, and energy. They would rather fund relationships than transactions. Stop treating your customers like consumers and start helping them feel like partners.