Anticipatory Service

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Just what is Anticipatory Service? Consider the following: Just before the holidays, I had a business trip planned, flying from my home in Orlando to Portland, Maine, and then driving to Augusta, Maine. I thought I would take advantage of seeing my daughter in New York City over the weekend before heading further North. What I … Read more

Connecting The Chain Reaction of Excellence

World Class Benchmarking's Chain Reaction of Excellence.

Our thought leadership about how to make organizations successful has led to the following model: Moving from right to left, let’s look at the links that connect these boxes together. Our thesis is that highly satisfied customers–not satisfied customers–are what really create growth and long term success. Let’s look at an example of this in … Read more

The Potbelly Promise

Every restaurant has a potbelly stove in it, symbolizing warmth, dependability, family and fun. Photo by J. Jeff Kober.

In our work, we talk about 6 P’s: Promise–It’s our commitment to the customer. Based on that commitment, we deliver on that promise through the following four delivering systems: People–Employees working 1:1 on the front line to support the customer experience. Place–The location where your products and services are offered–physically or virtually. Process–Policies, procedures and guidelines … Read more

Customer Service: The Buck Stops Here

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President Truman, on more than one occasion, would refer to the concept that “The Buck Stops Here”. Indeed, he saw a sign for such on the desk of another federal official in Missouri. Truman liked it so much he asked if such a sign could be made for him. When he received it, he placed it … Read more

Laying New Ideas for Customer Service at Chick-fil-A

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It’s interesting what you’ll experience when you visit different Chick-fil-A locations. Here are three examples I’ve recently found: 1. At a restaurant near to us we were given a color coded sign to place at your table after we ordered, rather than requiring us to wait at the counter. They then brought the food to us. The intent … Read more

How Do You Feel About Customer Service?

World Class Benchmarking's Chain Reaction of Excellence.

Our thought leadership at World Class Benchmarking holds that the best-in-business organizations succeed because highly satisfied customers become loyal customers. And that they are loyal because they are highly satisfied by the customer service they received. So just what happens when someone becomes highly satisfied? American Express did a customer service study in September of … Read more

Government Service Like a Sloth

Have you had this kind of experience? Worse, are you offering this kind of experience.

While the film has yet to come out, the scene couldn’t be funnier. It’s a preview of Disney’s new film, Zootopia, in which a rookie cop needs to run a license plate–fast. That brings us to the one place nothing ever goes quickly–your local Department of Motor Vehicles. You’ll see why in this clip. We’ve … Read more