Category Archives: Customer Expectations

Innovative Service: Trust as a Service Centerpiece

We live our lives on promises.  From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting … Continue reading

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Service Innovation: Give Customers an Occasional Miracle

  A Boston family adopted an Asian girl.  No sooner had she arrived in the U.S. than the family learned she needed to have major surgery.  The nine year old child––who spoke only Chinese and had life experiences limited to … Continue reading

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Service Renovation

My neighbor next door to my getaway river house is renovating his house.  He recently bought it and decided to add a large screened porch on the river side, a carport, and an extra bedroom.  His construction steps have been … Continue reading

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Fearing Thunder

It was a stormy night and our three granddaughters were awakened by the loud, shake-the-rafters thunder.  They quickly descended upon our bedroom, eager to sleep with us.  Their arrival triggered a discussion about the difference between thunder and lightning, including … Continue reading

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Customer GPS or Navigation System

My wife recently bought a brand new Lexus SUV.  It came with a navigation system built into the dash.  I think it looks really slick!  It will alert you when there is a traffic accident miles ahead and tell you … Continue reading

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Pollinating Insight

Archeologists excavating the pyramids discovered wheat seeds that dated back to around 2500 BC.  As in the tradition of antiquity, the seeds were there for the dead pharaoh to eat if he got hungry.   The find was important because it … Continue reading

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How the Recession Changed Your Customers

There is no doubt customers coming out of the recent recession are fundamentally different than they were before. Even customers not directly impacted financially were emotionally shaken by the uncertainty, anxiety and adverse impact on family and friends.  Learning more … Continue reading

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“Lights Out” Customer Service

The dance competition was going great!  Little girls (and a few boys) had traveled with their cheerleaders, coaches, and parents to hear the ultimately pronouncement, “And, the winner of first place in the lyrical 7-9 year olds category, a high … Continue reading

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Customer Experience as a Story

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders.   He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant.  He also loved … Continue reading

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Customers Love “Four-Way Stops”

Four-way stops are exercises in decorum without supervision!  Every driver knows the rules about who goes next and who has the right of way should turns be involved.  There is no traffic light or police officer to ride herd over … Continue reading

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