The value to your customers is in their personal interactions, not your “cash or credit” business transactions.
Your relationship with your customers, not their purchase of your product or service, is where true value flows.
QUI QUOTE: Relationship capital is the only currency of value to grow your business. So, when it comes to customers and customer experience, think RELATIONSHIPS or go broke. Literally.
English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!”
QUI QUOTE: Nobody raves about average. Don’t be just good. Be out there!
#customerservice #customerexperience #customerloyalty #custserv #custexp #cx
QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning.
A customer may not always be right. But they are always your customer. Do whatever it takes to make them feel right.
Listen and allow the customer to vent. Angry or frustrated customers generally will not listen to or accept your apology until they have an opportunity to voice their frustrations.
And listen to their complaints with the intent to take action, not to give an explanation. To a customer, when something is wrong, your explanation is an excuse. Customers want action, not excuses.
Listen empathetically, apologize, and do whatever it takes to resolve the problem, even if it means having to go with your customer to your competitor.
When all alternatives don’t work, DON’T fire the customer. Simply ask the customer to resign. “I’m sorry but I’m not able to resolve your problems. Could I recommend Company X for your experience? I could contact them if you like.” Both the customer and your competitor are happy. The customer will remember you and might be loyal to you. Your competitor is happy because you recommended them. They may refer you later when they could not resolve another customer’s complaint. A Mutual Admiration Society of sorts.
When a customer complains, take it personally. Take it professionally. Take it responsibly. Just don’t take it home.
#customerservice #customerexperience #custserv #custexp #cx
For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Listening to the sweet cha-ching sound of profits, these traditionalists do not hear the concerns and complaints of their patients and their caregivers. They care more about profits and didn’t care much about their patients.
Well, no more! To paraphrase John DiJulius’ customer service battle cry, it’s time for a Patient CARE Revolution! Let’s be revolutionary to improve the patient experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what” patients “experience. This shift produces a culture that permeates into people’s personal lives, at home, and in the community,” says DiJulius.
Instead of focusing on the hospital’s financial health, doctors should focus on the patient’s emotional well-being. Whether healthcare professionals know it or not, patients seek the best emotional value in their experience, not just a remedy to their physical ailments. Patients don’t care how big the hospital is. They only care about how big the doctors and nurses care about them. So rather than focusing on healthcare, doctors and nurses should focus on patient care and CARE for their patients.
And when doctors and nurses CARE, their patients and caregivers are WOWED, grateful and happy, raving to others on social media.
So let’s be revolutionary to improve the patient experience and have doctors and nurses CARE for their patients. When healthcare professionals engage with their emotional, human patients, everyone’s lives will be enriched.
This is our time. Let’s be loud and proud. Let’s be revolutionary! And let’s make healthcare professionals be GREAT out there! Vive la revolution!
#patientexperience #customerexperience #healthcare #customerservice #customerexperience #custserv #custexp #cx
This June, I present each one of the Three Principles to Build Customer Loyalty. In this third week, here is Principle Three: Be Magnificently Boring!
You have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied. But that’s not good enough. Satisfied customers feel their experience is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find an experience that is better or a price that is less expensive.
So, don’t serve to sell to customers. And don’t serve to satisfy customers. Don’t treat customers as they would expect to be treated. And don’t follow the Golden Rule to treat them as you want to be treated. Instead, treat them a little better than they want to be treated. Serve to WOW them.
Be Magnificently Boring!
Customer loyalty is not ONE BIG WOW to a customer. It’s one little wow delivered consistently to every guest. Be Magnificently Boring! Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so tediously repetitive that you feel it is boring, but to the customer, at that moment, you are Magnificent! For retailers, start opening 10 minutes earlier and closing 10 minutes later. For hotels, offer bottled water at arrival and departure. For auto service repair businesses, wash the car before returning the vehicle. For restaurants, personalize the menu with the customers’ names and any special occasions, such as birthdays or anniversaries.
But being Magnificently Boring may not be good enough for some customers. So, remember that customers pay for THEIR experience, not yours. They buy with emotion and justify their decision with reason. They seek the best emotional value in their entire experience, not the minutiae of your logically reasonable best price, product, or service, virtual or physical locations, AI, live chat, or face-to-face customer support, or the many other small details of your experience. So, if other businesses have delivered Magnificently Boring products or services, technological advances, and AI interactions to their customers, you have to do better.
Customers don’t seek B2B or B2C businesses. They engage in businesses that are H2H. Human to Human. One to One. Heart to Heart. Customers don’t care how big your business is. They only care how big you care about them. So, CARE BIG! Serve to WOW them! Serve to CARE.
COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them. Listen empathetically to understand the customer’s questions, concerns, and complaints.
ACKNOWLEDGE each customer’s presence and value to you and your business.
RESPOND promptly and empathetically to each customer’s questions, concerns, and complaints.
ENRICH the experiences and, ultimately, the lives of every customer.
Be Magnificently Boring to CARE!
Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! And when you do, customers have an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return, again and again, raving about you to others.
The value to your customers is in their personal interactions, not in your “cash or credit” business transactions. When it comes to customers and customer experience,
Think RELATIONSHIPS or Go Broke. Literally.
Magnificently Boring consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. So,
Be Magnificently Boring! and Be Magnificently Boring to CARE!
#customerservice #customerexperience #custserv #custexp #cx
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, as you prepare your team to engage your customers, I encourage you to remind them when you say, “Let’s not be just good. Let’s be GREAT out there!”
During the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. In this first week, I give you Principle One: Be the Customer.
“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters.
Did you know that FedEx delivery people never run? They are told not to run. Do you know why? It’s because if their customers saw them running, those customers might FEEL that FedEx was running late. And that is NOT what FedEx wants to project. Their performance standard that they tell their drivers is “Walk quickly with purpose.” FedEx does that because they know that to customers, image is everything, their feelings are facts, and their perception is reality.
When I say, “County Fair”, what do you remember and feel about that experience? If I asked, “What do the grounds look like at the County Fair”, what is your perception? You can “see” the half-eaten corn cobs and the cotton candy sticks on the grounds. What if I say, “County Fair restrooms”? You probably remember someone shouting before you left home, “Everyone, go now because you don’t want to go when you are at the fair.” When you are looking for the porta-potties, you DON’T want to see what’s behind door #2. What about if I said, “County Fair ride operator”? What is your perception? Probably something like this:
Now I say to you, “Disney”, and I say the same three things. What do the grounds look like? You can picture the hedge that’s cut to look like Mickey Mouse. What do the restrooms look like? I’ve done this presentation for thousands of people and no one has ever said that the restrooms were dirty. What about the ride operator? Let me tell you what the grooming standard is for a male ride operator at Disney. Hair can not touch the back of the collar in a standing position. All facial hair (beards, goatees, and mustaches) must be fully grown in, neatly groomed, and well maintained and no longer than 1/4 of an inch in length. Mustaches may extend below the corners of the mouth to meet with the facial beard. Cast Members without a mustache, beard, or goatee are expected to be clean-shaven every day. Why is that? Because Disney understands their customer. When mom and dad and the kids are in Orlando deciding to go to Universal, Sea World, or Disney, who chooses? Mom or Dad? Mom. Disney knows that the mother is the decision maker. And what are the two things important to the mom when bringing her children to an unfamiliar place? #1 is Safety. So that is why everyone at Disney is dressed in costume so that if a child gets lost, he or she will gravitate to someone in costume instead of someone dressed like us on vacation. What’s #2 important to Mom? Cleanliness. That’s why Disney makes sure that their restrooms are immaculate. And why the strict grooming standard? Because Disney knows that if you aren’t being brought to Disney by your parents, you’re being brought by your grandparents. Ask any grandparent, would you mind leaving your grandchild with that employee, the one over there with the long hair, tattoos, and body piercings? What is Grandma going to say? “No way! If he’s not ON drugs, he’s probably selling drugs.” That employee could be the most polite person, but it doesn’t matter. All that matters is how Grandma FEELS. And her feelings are her facts.
Customers don’t seek B2B or B2C businesses. They engage in businesses that are H2H. Human to Human. One to One Heart to Heart. Customers buy with emotion and justify their decisions with reason.
QUI Takeaway: To earn customer loyalty, don’t get inside their heads. Get inside their hearts. Create an emotional connection. Don’t just think like the customer. Be the customer.
#customerservice #customerexperience #custserv #custexp #cx
Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four? (By the way, the answers to who is Number Four are James Madison and Alan Bean.)
For starters, let me give you these simple definitions: Customer service is what you do for your customers. Customer experience or CX is how your customers feel about what you do. Customer experience management or CXM is what you do before, during, and after your customers feel about what you did. And customer loyalty is how your customers feel about what you did over and over again.
Speaking about customers and customer experience, business leaders are happy because customers leave satisfied with their product or service. But that’s not good enough. Satisfied customers will feel that their experience is good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.
Rather than satisfying your customers, you have to deliver an experience that is better than satisfactory. Don’t treat your customers as they expect. And don’t treat your customers as you expect to be treated. Instead, treat them a little better than they expect. Don’t serve to satisfy them. Serve to WOW them. Your customers will have an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal your customers are.
So here are Three Principles to Build Customer Loyalty.
Once you understand the Three Principles to Build Customer Loyalty, then you need to consistently deliver them. When you do, your customers will be WOWED and happy, loyally returning again and again, raving to others on social media.
NEXT WEEK: Be the Customer.
#customerservice #customerexperience #customerloyalty #custserv #custexp #cx
Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.
The value to your customers is in their personal interactions, not your “cash or credit” business transactions. To earn customer loyalty, don’t get inside their heads. Get inside their hearts. Create an emotional connection. Think RELATIONSHIPS or Go Broke. Literally.
QUI QUOTE: Your customers don’t care about your NPS, CSAT, or CX metrics. They only care about theirs: One to One. Human to Human. Heart to Heart
#customerservice #customerexperience #custserv #custexp #cx
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service.
FIRST BEST
First, be the best to your customers. Then, you will be the first among your competitors. When it comes to customers and customer service, don’t be just good. Be GREAT out there!
ACTION ATTITUDE
Thinking about customer service excellence doesn’t make it happen; doing something does. Customer service excellence is not an attitude. It’s action.
ACTION EXCUSES
To a complaining customer, when something is wrong, your explanation is an excuse. Customers want action, not excuses.
CARE BIG
Customers don’t care how big your business is. They only care about how big you care about them. So CARE BIG!
CONSISTENCY
Customer loyalty is not one BIG WOW delivered to a customer. It’s one little wow delivered consistently to every customer. Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. Deliver customer CARE consistently.
CUSTOMERS CARE
Don’t just serve to sell your products or services to customers. And don’t just serve to satisfy customers. Instead, serve to WOW them. Serve to CARE.
COMMUNICATE with each customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them.
ACKNOWLEDGE each customer’s presence and value to you and your company.
RESPOND promptly and empathetically to each customer’s questions, concerns, and complaints.
ENRICH the experiences and, ultimately, the lives of every customer.
And when you CARE, each customer is WOWED and happy, intent on returning again and again, raving to others on social media.
CUSTOMERS COMPLAIN
Take the perspective that customers complain because they want to help your business. Otherwise, they would walk away, saying nothing, with no intention of ever returning.
CUSTOMERS COMPLAIN VALUE
Your customers aren’t complaining about the price. They’re complaining about the value of their experience for the price you are asking them to pay.
CUSTOMERS DON’T CARE
Customers coming to your business today don’t care how good you were to other customers yesterday. And they don’t care how good you are to others tomorrow. Customers only care how good you are now – to them. So CARE BIG! Don’t be just good. Be GREAT out there!
CUSTOMER EXPERIENCE
Customers are paying for their experience, not your service or product. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their entire experience, not the minutiae of your logically reasonable best prices, products, or services, virtual or physical locations, AI, ChatGPT, online or human customer support, and many other details of yours.
CUSTOMER SERVICE EXPERIENCE LOYALTY
Customer service is what you do for your customers. Customer experience is how your customers feel about what you did. Customer experience management is what you do before, during, and after you find out how customers feel about what you did. Customer loyalty is how your customers feel about what you did again and again.
EMOTIONAL CONNECTION
To earn customer loyalty, don’t get inside their heads. Get inside their hearts. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return again and again, raving about you to others on social media.
EXPERIENCE RIGHT BOUGHT
You know you have customer experience right when customers don’t tell others what they bought. They tell them whom they bought it from.
FEEL RIGHT
A complaining customer is not always right. But he is always your customer. So do whatever it takes to make him feel right.
FIND KEEP
Your business success is not dependent on how many customers you find. It’s all about how many customers you keep.
FOCUS
Focus on saving your customers time versus saving the company money. Do that and you’ll earn more money than you would have saved.
HUMAN TO HUMAN
Customers don’t go to B2B or B2C companies. They engage companies that are H2H. Human to Human. One to One. Heart to Heart. Customers don’t care how big your company is. They only care about how big you care about them. So CARE BIG!
INTERACTION TRANSACTION
The value to your customers is in their personal interactions, not your “cash or credit” business transactions. Think RELATIONSHIPS or Go Broke. Literally.
LOYALTY
Customer loyalty is not earned by giving points to your customers for buying from you. It’s about delivering service so GREAT you don’t need to.
MAGNIFICENTLY BORING
Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform a neutral customer experience into a positive one. So, be Magnificently Boring! Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Your loyal customers will return again and again, raving about you to others on social media. Consistency builds trust. Trust builds loyalty. Loyalty builds your business. Deliver consistency Magnificently!
MAGNIFICENTLY BORING TO CARE
Be Magnificently Boring to CARE! Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return again and again, raving about you to others. Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. CARE Magnificently!
MARKETING
Marketing is a promise to customers. Customer loyalty is not built on promises. It’s built on the consistent delivery of service that not only meets but rather exceeds customer expectations of the company’s marketing promises.
NEW MARKETING
Your New Marketing is not your advertising online to customers. It’s your customers raving about you to others on social media.
PERCEPTION
To customers, perception is reality, image is everything, and feelings are facts. Customer experience is not about what you or your customers THINK AFTER their experience. It’s about how your customers FEEL DURING their experience.
RELATIONSHIPS
Think RELATIONSHIPS or Go Broke. Literally.
RENDER REMEMBER
It is not about the service you render. It’s about the experience your customers remember.
SMILE
Good customer service means putting a smile on your face. GREAT customer CARE means putting a smile on your customers’ faces.
STORY
People are talking about you whether you know it or not, like it or not. World-class or no class. And if they’re not talking world-class or no class, then they’re simply not talking about you at all. Make sure you have them tell a WOW story with your GREAT customer CARE.
SUCCEED INNOVATE
When it comes to customers and customer service, if, at first, you don’t succeed, innovate until you do.
TECHNOLOGY
Not every customer experience can be made better with technology. Focus on the customer, not technology.
If you think 25 QUI QUOTES are a little more than I reminded you, you’re right. When you are in customer service, don’t just serve to sell to your customers. And don’t serve to satisfy your customers. Don’t treat your customers as they expect to be treated. And don’t treat your customers as you expect to be treated. Instead, treat your customers a little better than they expect to be treated. When it comes to customers and customer service, don’t be just good. Be GREAT out there!
#customerservice #customerexperience #customerloyalty #custserv #custexp #cx
Business leaders are happy because customers are satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a less expensive price.
So don’t serve to sell to customers. And don’t serve to satisfy customers. Serve to WOW them. Serve to CARE.
And Be Magnificently Boring to CARE! Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return, again and again, raving about you to others. Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business.
QUI Takeaway: Be Magnificently Boring to CARE! When you are Magnificently Boring to CARE, your customers are WOWED and happy, returning again and again, raving to others on social media.
#customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality
BILL QUISENG | Deliver the World's Best Customer Experience 