Thanks for joining me for the third installment in my series titled Break the Glass, where we’re looking at ways to take constructive action in these unprecedented times.
This week we’ll explore the importance of setting expectations for team members and customers alike. We’ll also link expectation setting to the third of the four key behaviors covered in this series – namely letting people know if and when you are open.
No matter what the status of your business – now is not the time to go radio silent.
Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging
Recovering Business Trust: Listen, Admit, Apologize, Fix
High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders
Winning Customer Experience – Simple Matters of Trust
CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information
Customer Value - Expanding Across the 12 Standard Forms of Value
Customer Experience and Value Add: Make it Personal, Emotional, and Sensory
Customer Experience Creation: Give ’em a Reason to Hire and Keep You
Customer Experience Speaker, Consultant, Author OR…A Robot
Service Delivered: Timeless Change!
Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES
Once Upon a Time People Assisted One Another…
Transforming Optimism on Transformation
Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs
Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery
What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles
A Contrarian View on the United Airlines Customer Nightmare
Letting People Your Customers Care About Know About Brands That Care About Them
Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy
Back with an Apology: Rare Rewards of Service Professionalism
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