Category Archives: Customer Experience

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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INNOVATIVE SERVICE: HAPPY PROCESSES

What is a service process?  A service process can be defined from two perspectives.  From the inside looking out, it is a collection of procedures and practices that govern a complete operation.  Bottom line, it is the means that organizations … Continue reading

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The Power of Customer Surprise!

The Christmas I turned ten years old there was a mega-surprise for me under the tree. I was expecting the ham radio starter kit or fishing rod that I had requested.  But, there it was!  I could not believe my … Continue reading

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Imaginative Service: Be a Service Innovator

When Al Hopkins a young boy he watched the other ten-year-olds wait for customers to stop by their sidewalk lemonade stands in the hot summer sun.  Al abandoned the “stand” concept and took his lemonade business door-to-door.  He made enough … Continue reading

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Keeping the “R” in “CRM”

CRM has been hot for a few years.  But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer relationship management.”    The by-product was aptly characterized by a friend … Continue reading

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Who Drives Your Customer’s Experience

My wife has a new ear doctor!  He has great bedside manner and obvious, deep medical expertise.  But, the start and finish of her first visit left her wondering how well he understood the complete patient experience. I went with … 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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The New Normal Has Happened Before by Randy G. Pennington

“When will things get back to normal?” That question has been asked countless times since the economic meltdown of 2008. Most people want to know when the job market will bounce back; the economy will return to something close to … Continue reading

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Flowers for Customers

Flowers are warm expressions of affection, compassion and interest.  We dial the florist at Easter for lilies.  During winter holidays we send people poinsettias.  On Mother’s day we order her roses.  A dozen red roses delivered to the office is … Continue reading

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The Customer’s Chair

Chairs are a big deal.  The big boss sits in the chair at the head of the board table.  The best player in each section of an orchestra is called “first chair” and the first chair of the first violin … Continue reading

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