If Service Were a Season

A gathering of friends at my house is never complete without some type of game or exercise.  I suppose it is the trainer in me…get a group together, give them instructions, and facilitate discussion!!   Not long ago the chosen exercise was to view important events through the lens of one of the four seasons.  Guests select an event, pick a season that fit it, and explained the rationale for their choice.  “Buying groceries is like summer; my marriage is like winter; family reunions are like the Fall”…you get the picture.  It triggered some very interesting (and revealing) insights into friends’ lives!

So, if you asked your customers to characterize your service as a season, what season would they select?  And, more importantly, what would be their reasons for their choice?  Characterizing your service as like springtime clearly carries a different connotation than saying your service is the winter.  What season would you want them to select?  Chose a season and find new ways to change the weather on your customer experience.

Tony Padam suggests ways to cultivate your existing customers.  Read his new blog.

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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