Customer Recovery

Based upon my last post about customer memory it seems hopeless to even think it’s possible to gain back the customer who had a bad experience. The raw truth is that it is very, very difficult.   But if you’ve got the heart for it, customer recovery can be a very rewarding experience.  Not to mention that customers that … More Customer Recovery

Customer Memory

Fortunately, or unfortunately customers have a memory that sticks with them for a very long time.   About 25 years ago, I was the western VP for a company headquarted on the east coast.  When I traveled there they always put me up in a hotel that, if I told you who it was, you would recognize … More Customer Memory

The Culture Creator, part III

Now develop habits within your organization that amplify your MVV.   In fact, we need to talk about behaviors (aka: habits) more than numbers.  It is our behaviors that help us accomplish our MVV, not metrics.  Metrics is a thermometer to take the temperature of an organization.  Behaviors or habits are they way we get to the numbers we need.  Thus, the living out … More The Culture Creator, part III

Capture the Heart of the Customer, part V

It’s been said from every corner and crevice of customer service lore that what we want to hear from our customers is, “Wow!”  This is the ultimate comment a customer can make. It’s when they say: “Wow!  They did this for me.” “Wow! I didn’t expect that.” “Wow!” They went above and beyond.” “Wow! I got more … More Capture the Heart of the Customer, part V

Capture the Heart of the Customer, part IV

Last time we discussed seeing our customers as guests as a way of transforming the way we and our organization serves them.  But there is even a deeper still method of seeing customers than simply as guests. Seeing them as angels.   I know, weird huh?  But consider this, there is a Scripture that supports this idea: Don’t forget … More Capture the Heart of the Customer, part IV