Tag Archive: Expectations

“Advocates” and “Satisfaction” don’t go together…

During my 8 years spent at Arthur Andersen (may they RIP) I lived in the world of “Customer Satisfaction” – both from providing it as a consulting service and as a measure of our own value to the clients.  It was HOT. And it was needed at the time.  People were clamoring to understand more…

Promises – Seth’s Experience with Apple

A few weeks ago I posted on my blog the Promises Architecture showing that making and keeping Promises is key to building Advocacy personally or professionally.  This is something I developed over 5 years ago and is proving to be even more relevant today with the advent and use of social media.  Today, I saw…

When CRISIS can build LOYALTY…

One of the blogs I regularly follow is Seth Godin.  Why Seth?  He has a very no-nonsense way of putting things in plain english for all of us to understand about marketing, customers and a host of other interesting topics.  I was thinking the other day about a particular topic to talk about – how…

A great experience at a winery…

Last week was my wife’s birthday and we wanted to do something fun and special – of course, where have you heard that before.  Since we live in Woodinville Wine Country, Woodinville Washington, we decided having a party at a winery would be a fun experience.  But which one – there are tons of great…

Are you "Authentic" if you keep your "Promises"?

Interesting question, isn’t it?  The word Authenticity has been around for a long time and it has resurfaced in the past few years to be linked to behavior and to customers.  But is it really the “right” word for our times and does it really communicate what is really meant by the author?  I don’t…

Taking it just a little farther makes all the difference…

I came across an interesting article by JAMIE HERZLICH on Newsday.com today that just compelled me to comment on.  The good news is that the title of the article is spot on, “Small Business: Good Customer Service is Key.”  However, I don’t think Jamie took it as far as it could be to accomplish what…

Give your CUSTOMERS away…

Yes, you heard me right – Give your CUSTOMERS away to the competition.  OK, so maybe not entirely but in principle at least. Everyone is touting how great their customer service is or how wonderful of an experience they give their customers or how well our employees treat our customers, etc. etc. etc.  Put your…

If you don't know the gap…

If you don’t know the gap between what your “employees perception” and your “customers perception” you can’t make the “right changes” to build differentiation.  Let me explain.  Customers have a very vivid perception about what they want the experience to be with your company – right, wrong or indifferent – it is reality to them. …

Olympics and your customers…

It just wouldn’t be appropriate to not have at least one blog entry related to the Olympics – this is my first (and maybe last).  I saw a great comment from the biggest name in the Olympics, Michael Phelps, and his coach, Bob Bowman that I felt needed to be discussed a bit. In an…

Customers DEMAND more than niceties…

I just read an article that I wanted to share with you.  It is called, “Three Uncustomary Customer Service Mindsets that Deliver.”  The reason I am pointing it out is that this is very typical about what most articles on customers experiences focus on – delivering exceptional service.  So is this good or bad?  Most…