We are living in a world that will no longer exist in its current form, in the next five years. This thought is worth a bit of contemplation. Four years ago, without warning, the world had to do battle with a viral foe that sickened and ravaged much of the world’s populations. Four years later, …
We’ve heard the saying that customer loyalty no longer exists. Well, I disagree. Today’s customer is loyal to experiences and not necessarily to businesses. If a business delivers a unique and superior customer experience that aligns with the customer’s value expectations, then, guess what? The customer will be happy and will keep returning…for as long …
I continue to wonder when excellence will become the most powerful force that drives stellar customer experience across the majority of businesses. My experience with service delivery continues to be a mixed bag, with some businesses hitting the high-water mark and the majority coming in at the bare minimum…an exchange of money and merchandise. A …
What causes one business to flourish and another to fail, in the arena of customer happiness? Could it be that the former pulls out all of the stops to ensure that their customers leave happy and stay happy? Conversely, could it be that the latter is ruled by the fact that it has discovered the …
As today’s customer experience universe continues to swerve, businesses are expected to be populated with employees who remain poised and unflappable, whilst resolving the unique needs of demanding customers. The competency expectation here, is for these employees to possess the capacity to function at high cognitive, emotional and psychological levels, during these interactions that are …
For many businesses, creating and sustaining customer experience momentum is a struggle. I believe that many businesses are sincere in their desire to elevate the quality of experience being offered to their customers, but getting to that privileged space, is an arduous task, for which many of those businesses are unready. This unreadiness stems from …
Customer Service Week is upon us again in 2024. This is a week, celebrated during the first full week of October, annually, that’s dedicated to businesses celebrating their customers and the employees who serve these customers. Typically, the week is filled with the usual vestiges of celebration…the giveaways, appreciation days and special celebratory activities. The …
Have you ever wondered how some businesses maintain their enviable track record for keeping their customers happy? One of the propellants is structure, namely the rigorous network of standards, practices, systems and processes, with which the businesses are compliant. Compliance with the wiring of this internal infrastructure, to which service delivery and, by extension, the …
If a business does not take its own voice out of the conversations that swirl around how happy it keeps its customers, it may be destined to fall prey to the perils of self-messaging. This is a phenomenon that occurs when a business overestimates its subjective assessment of customer sentiment, on the positive end of …
There’s an elite group of athletes who can always be found at the top level of their sport of choice. This top level is called the championship league and the athletes who populate this league are spectacular machines in action. They get the job done every time. How come? They embody the mindset, the physical …