Have a clear understanding with customers about how you can enhance their experience. If you come at 9:00 a.m. instead of 11:00 we can get you right in. If you can wait until Monday then I can give you what you want. Again make it clear to the public what you can do and what you can’t do. Clarity and telling the truth are always the right approaches. Lee Cockerell (Retired and Inspired) Founder Lee Cockerell, Author of,Creating Magic,The Customer Rules,Time Management Magic; Career Magic, Thrive15.com Don’t educate your customers. There is no way near a “master-apprentice” relationship. In fact, […]
How to survive THRIVE in the holiday season! Tis the season to be ready for the onslaught of customers. Patience can wear thin, smiles can wilt and customers can be hard to deal with… so how can you not only make it through, but keep that smile real and shine through it all?
Here is the real answer to why we (the business/employees) feel we deliver customer service so much better than our customers perceive: we are not in our customers’ shoes. The vast majority of Customer facing employees cannot relate to their Customers. Many times they may have little in common with their Customers, they might be a different generation, quality of life, and most of all, have never been a Customer of the product or service they are selling. We do not relate to their reality. We are not and have never been them. And if you can’t relate to someone […]
Authenticity needs to be ingrained in all employees. It isn’t about building the sale; it is about building the relationship, so that you end up with a customer long term. Educating customers is more important than selling customers. When you educate sometimes that means you find out they don’t need what you have right now. But when you demonstrate their needs are more important than getting sales, and then you own that person. They will come back and trust you. John DiJuliusAn international consultant & best selling author of two books he works with companies like The Ritz-Carlton, Lexus, Starbucks, […]
You might claim you have “Superior Customer Experience” but do your clients think so? REALITY CHECK… Quoting from an article in Harvard Business Review: “…Bain & Company’s recent survey of the customers of 362 companies. Only 8% of them described their experience as “superior,” yet 80% of the companies surveyed believe that the experience they have been providing is indeed superior.” (full article here) So I asked the experts… “Why is that?” Here’s what they have to say: I think that because companies focus on acquisition over retention they believe that they’ve delivered a great experience in order to get […]
Retail is the playground for CX since, like the customer, it is always changing and adapting. Start with learning what matters most to your customers, as well as what most irks them. What is the subject of their most frequent requests and their most frequent complaints. Put your scarce resources on the vital few, instead of the trivial many. Along the path of “most crucial” find little simple ways to add distinctive delights. My dry cleaners put a bowl of foil wrapped chocolate coins. When patrons received their change, they also got a chocolate coin. Chip BellSenior Partner at The […]
Academics can teach you the basics, but experience gives you the advanced. Major in subjects related to human behavior and group dynamics and their application to the world of work (particularly commerce). Psychology, anthropology and sociology are good foundations. Supplement that foundation with courses in business, especially marketing. Chip BellSenior Partner at The Chip Bell Group | Author | Keynote Speaker | Innovative Service | Customer Loyalty 1. Work in that role. 2. Perform in that role. 3. Educate from professional resources on Customer Service. Pat PorrasTrainer & Speaker: I train and educate participants thru engaging & highly interactive workshops […]