Do you own an Amazon Echo or Amazon Echo Dot? If you do, do you refer to it as such when speaking with others, or do you refer to it by its personal assistant interactive name, Alexa? Do you feel some connection when you interchange with Alexa? How high touch is this high tech experience for … Read moreDo You Hang Out With Alexa Or Azuma?
Over a four year period, the New York City Department of Finance (NYCDoF) worked to design and implement a basic performance management system. With the support of the Public Strategies Group (of which I played a role), NYCDoF established the process of focusing on results, developing performance measures, and implementing the measurement and learning process. The … Read moreCan Government Act Like the Waldorf Astoria?
It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read moreCustomer Advocacy in Government
We have spoken about the importance of providing a great customer experience. But sometimes the best way to provide a great customer experience is to have a backup plan. In the last year, we’ve seen the impact of this when airlines have had their systems go down, leaving customers suddenly stranded. Crain’s Chicago Business noted … Read moreBacking Up Customer Service
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 moreAnticipatory Service
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 moreConnecting The Chain Reaction of Excellence
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 moreThe Potbelly Promise
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 moreCustomer Service: The Buck Stops Here
Last week, I became ill on the way home from a long trip to Asia. In fact, I saw a doctor at the airport in Hong Kong to get some relief. Still, I had a long, painful flight home. I knew I needed to see a specialist when I got home. My wife made an … Read moreDoctors and Why Trust Matters
Recently I was asked to do a program on the future of Customer Service. One of the key concepts I introduced was “Brick Ownership”. What is that? To understand Brick Ownership, you have to see A LEGO Brickumentary. This is not the same film as The LEGO Movie that came out into the theaters a couple … Read moreBrick Ownership