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.
Forget New Customers – Stop Losing Existing New research from NewVoiceMedia offers a compelling view of the consequences of poor Customer Service in the U.S. The results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad Customer Experiences. Top reasons for Customers defecting: Customers felt unappreciated Customers left because of… Read Full Article
Aspirational Purpose is Important, however… Having a solid understanding of why your organization exists and what gets you up every day to serve your internal and external customers is the foundation for any successful leader and organization. It’s important to remember, as Simon Sinek has taught us, “people don’t buy what we do, they buy why… Read Full Article
In case you missed them, the 10 most popular eServices of 2016 were the following. I suggest printing them out, reading and sharing them with your management team. 10. Things You Don’t Want To Shop To The Lowest Bidder There are certain things in life that you don’t want to price shop, look for discounts… Read Full Article
Well read – In last week’s eService (one of my more popular ones) I shared The difference between a Mission, Purpose, & Customer Service Vision Statements. In it I demonstrate the clear difference and importance of each statement, especially how it should be interpreted by your employees. In this eService I want to demonstrate exactly… Read Full Article
Statement overload! When we start working with a consulting client and tell them the first place we start is creating a customer service vision statement, they say, “The last thing we need is another statement, we have mission statements, purpose statements, and our employees can’t even keep them straight.” Good businesses have evolved away from… Read Full Article
Mike Rayburn keynoting Secret Service Summit
The following is content taken from John’s soon to be released book The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books) Creating the Starbucks Customer Service Vision Statement “Putting our feet in the shoes of the Customers, [we understood] what they were dealing with and [their] anxiety… Read Full Article
