Intellectual Property ™

Above-and-Beyond Opportunities: Random acts of heroism providing legendary ser- vice to the customer.

Customer Experience Cycle (CEC): The traditional points of contact/interaction a customer will encounter when doing business with you.

Customer Intelligence: Customer data (i.e., buying habits, purchasing history, personal preferences).

Customer Service Vision Statement: The true underlying value of what your organization brings to your customers, that provides a meaningful purpose for your employees.

Experiential Actions: A personal engaging experience delivered to the customer, by an employee that makes them say “WOW,” a delightful surprise that the majority of your competitors do not provide. It could be a standard or random (above and beyond) action. It is the reason why our customers return, refer others and become brand evangelists. Examples of experiential actions include using a customer’s name, remembering their preferences, or having their order ready before they placed it.

Nonnegotiable: Standards that team members absolutely must deliver, regardless of the circumstances.

Operational Actions: Actions that team members must execute to assist in the efficiency of the day-to-day transactions with our customers. Examples of operational actions include cleanliness, dress code, inventory, and lighting. They are unnoticeable to customers and are not the reason customers return.

Secret Service: The ability to obtain customer intelligence and utilize that to personalize each customer’s experience, leaving them to ask, “how did they know that, how did they do that”.

Service Aptitude: A person’s ability to recognize opportunities to exceed customers’ expectations, regardless of the circumstances.

Service Defects: Obstacles and challenges that can occur at any stage of the CEC and that can ruin the customer’s experience.

Stages: The individual contact/interaction points within the Customer Experience Cycle, such as a phone call, greeting, or checkout.

Zero Risk: A customer has no risk in doing business with your company because you have service recovery protocols. Regardless of any circumstances, in the end the customer knows your company will always make sure they are happy.