Caring for or about your customer?

Posted by Joseph Michelli, Ph.D. on September 10, 2011

0 comments | 1516 reads

It is a subtle but powerful distinction – do you care for or about your customers? I’m not suggesting that you can’t do both but I am asserting that most businesses struggle to do the former let alone the latter. The “caring for” dimension emphasizes service competence while the “caring about” aspect focuses on the personalized or humanized dimensions of a compassionate experience. If you say you care both for and about those you serve, what do you point to to prove your claim? How do you know how well you are caring? Would your customers’ assessments align with your responses? Caring for builds satisfaction — caring about fuels loyalty!

Joseph Michelli, Ph.D.

Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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Julie-Ann

September 12, 2011

Great question!

You are very right that one builds satisfaction and the other loyalty. It is possible to be very adept at both. This video offers some insights for getting the job done right: http://www.upyourservice.com/video-theater/how-do-you-build-and-sustain-...

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