A clear purpose of why the business exists. First and foremost every organization that provides superior service has a strong Customer Experience Action Statement that creates a clear direction for everyone in that business. The true underlying purpose of what an organization brings to the community and why your Customers buy from you that they couldn’t get elsewhere.
“We are a customer-first organization” “Treat customers the way you want to be treated” “Exceed customer’s expectations” “Going above and beyond is our standard” “We deliver genuine hospitality” Leaders love to throw around platitudes when it comes to customer experience, and all of these are great mantras. By themselves, however, they are just platitudes and… Read Full Article
One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time. The secret to what makes these top brands Zero… Read Full Article
More than 5,000 employees and customers (members) have Anytime Fitness tattoos. According to Chuck Runyon, the CEO and co-founder of Self Esteem Brands, LLC (parent company for Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U), one of the keys to their success is their obsession with… Read Full Article
Would you ever expect to go to Disney and see a Disney cast member in full uniform who’s on break, chewing tobacco, or spitting on the ground while guests are walking by? Never. And do you know why Disney, Ritz-Carlton, Starbucks, and all of the best customer service companies in the world are so consistent… Read Full Article
In a time of uncertainty, there are only three certainties in life: death, taxes, and customer experience. Interestingly, it takes a pandemic or an economic fallout for companies to focus more on the customer experience they deliver. Unfortunately, many leaders still don’t see the correlation between customer service and company success. However, as a few… Read Full Article
Customer service done right can be your company’s single biggest competitive advantage. Become a revolutionary customer service leader who’s ready to stop competing on price and instead focus on building a brand that people cannot live without. If you’re ready to start your own customer service revolution journey, follow along. What Customer Service Revolution Means… Read Full Article
The most successful companies in the world are not characterized by the best products in the world but by redefining expectations. The best brands address our emotional and social needs. Strong businesses define a brand character that reflects our values and our personality. Organizations must not let relationships become mere transactions because customers will stay… Read Full Article
Creating a Customer Service Revolution What does it take to create a world-class customer experience? Whether you are a CEO, leader, mid-level manager, frontline employee, or just a person with a dream, hopefully, you have an understanding that success starts with having a vision of what could be and that the true purpose of a… Read Full Article
As police department chief in one of the largest cities in the U.S, Johnny Jennings talks about how he’s leading the new narrative in policing. His vision? To be the Chick-fil-A of police departments – delivering world-class hospitality, earning a genuine thank you, and leaving a positive impression even when they have to enforce the… Read Full Article
Starbucks’ Customer Service Vision Statement (aka Customer Experience Action Statement) How did Howard Schultz express Starbuck’s customer service vision? “We are not in the coffee business serving people, we are in the people business serving coffee. People want to be part of something larger than themselves. They want to be part of something they’re proud… Read Full Article
