Tag Archives: Service Magic; Service Innovation; Customer Delight

The Magic of Clairvoyance

Clairvoyance involves surprising your customer with what you know that they did not expect you to know.  It requires a never ending pursuit of customer intelligence and a knack for paying attention to the details.  Consider the following example of … Continue reading

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The Magic of Transference

Transference is the magician’s tactic called misdirection.  It involves establishing a frame of reference or stating a premise that occupies the customer’s attention while something completely different is happening. The magician who gestures and looks off to the left or … Continue reading

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