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Customer Experience Competence

Every athlete wants to be a winner, but few are willing to do the hard work required to get to the top and stay there. Every business wants to be known for demonstrating service brilliance, but how many are willing to do the work required to reach the brilliance bar? Very few. It takes a …

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Lukewarm Service Necessitates An Internal Revolution

Unless a business can boast of delivering stellar customer experiences, consistently, it’s state of service delivery is lukewarm. This state does not endear customers and I would wager a bit of defection may be in the cards, should a formidable competitor come along. What, exactly, do I mean by lukewarm service? Essentially, it’s when hit …

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Leaders, Life Lessons And Leading Change

I do not subscribe to quick fixes. I prefer a permanent solution approach to situations that require course correcting.  Hence my professional designation of service transformation consultant. Transformation in this case, is about changing the nature of a person or business. It’s about ensuring that the change is sustainable. Leadership impact should pretty much be …

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Conscious Leadership And Customer Centricity

In a customer centric business, circuitry matters. Every piece of the people, process, operations and technology puzzle is connected to a centre of focus……the customer. But, here’s the inconvenient truth. It takes conscious leadership to connect the operational part of the puzzle, to the human side of the customer centric game. Irrespective of how much …

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When The Majority Of Leaders Are Not Customer Centric

A business has a big problem when the majority of its employees are not customer centric. It has a dangerous problem, when the majority of its leadership team members, are not. As a matter of fact, the latter situation typically leads to the former situation. When a business is led by leaders who are not …

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When Thirty Percent Of Employees Are Customer Centric

What should businesses do when one hundred percent of their customers expect a consistently great experience, but only thirty percent of their employees are customer-centric? Get busy reversing the statistical split between those employees who are happy to serve customers and those who are not. While many businesses may not know the exact number of …

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The Best Moments In Service Recovery…

Life in the customer experience universe is not always perfect. Balls drop. Promises are not kept. Messages are not relayed on time, or with urgency. Customers have a less than stellar experience. The counterbalancing factor however, is the finesse and finality with which customer trust and happiness are restored. In my previous article, while I …

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The Best Moments In Customer Experience…

The best moments in customer experience are those that make the customer plan to come again, to repurchase, or to want a repeat of the emotion that he or she experienced during the interaction. Businesses need to be crystal clear on what comprises those moments, at what point in the experience journey they are supposed …

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The Customer Is Buying An Experience…

One of the most critical missions for any business, is to understand inside, out, their customers’ moments of truth. Those moments when the customer experiences an emotion that imprints a positive opinion of the business, in his or her mind, permanently. The overarching goal is to understand what this experience looks like for the customer, …

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Promoting Voluntary Collaboration

One of my frequent exhortations of business leaders is that they should ask for help. Not necessarily in the style of, “Please help me, I’m falling!!” More in the shape of, “What do you think of this idea?” or “What else should we consider, as we search for a solution to this situation?” Asking for …

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