I was talking with a client who owns several car dealerships and he was lamenting on how customers are becoming even more and more demanding. “Remember when they were happy to get a cup of coffee while waiting to get … Continue reading
Many years ago I had a boss who said: If you don’t truly like your customer, you will not have him for long. And that is the philosophy that Eustace Reeves uses to run a successful business.
For the last decade, improving the customer experience (CX) has been gaining momentum in strategic discussions at all levels of the organization. In those discussions, we typically talk about four levels of expectations:
It seems like everyone is talking about the customer experience these days. Employers are exhorting their team members to put a smile on your customers’ faces (internal and/or external) and create small, magical moments that turn into memories worthy of … Continue reading
Have you ever had an amazing customer experience where everything smacks of the brand promise? At a restaurant, the maitre de, the server and the chef paid attention to every detail. During your hotel stay, the towels and the amenities … Continue reading
This activity is innovative for helping the team to form a way of working with each other that is consistent with the way clients/patients/customers are treated by their organization. Use this activity with 8 to 10 people. The exercise requires … Continue reading
Lots of business leaders like to say, “The customer is always right.” Or, “We are a customer-centric company.” But how does that manifest into a daily habit or ritual so that all employees unabashedly KNOW that your company is obsessed with … Continue reading
I was talking to a client this past week about my last blog posting and she asked, “So what’s the difference between a process map and a customer journey map?” A great question, indeed as they are really two sides … Continue reading
The Six Sigma tool SIPOC (supplier, input, process, output, customer) is a powerful business tool in the process improvement toolbox. I have used it for over two decades to help organizations map their current processes – and to improve them.
This past week, we met with our friends and colleagues to review our business plans and revisit the latest trends that are happening in our industry. Since it is much more effective to get out of the office and away … Continue reading
A few weeks ago, I was boarding a US Airways flight and was warmly greeted by Jay, the flight attendant. That’s no big deal, really, because most flight attendants are very nice to those of us who have status, board … Continue reading
