Serving "Eagles"
0 comments | 1208 reads An eagle got the neighbors talking. My backyard fronts a large lake with a cove wrapping around each side of the lot. Peering out the side window early one morning, we spotted a giant American eagle struggling to get out of the shallow water in the cove and up onto the nearby sea wall. Our first reaction was the eagle was injured.
A call to the neighbors on the other side quickly produced a cheering section along the bank. It turned out the eagle was challenged with a very large fish it had caught but was not willing to abandon. But, the eagle seemed bolstered by the encouragement of the humans nearby and with great effort managed to get the fish to the bank. Shifting his talons for an easier grip, it proudly flew across the lake, barely clearing the surface of the water.
Customers today are struggling to lift too large a burden—challenging economics, depressing world news, pessimistic politicians, and the threat of losing a job or not finding one. When they turn to you for service, they are also seeking encouragement. And, they want real service—a sincere smile, a kind hand, extra patience, empathy, and above all, animated optimism. They come to you for help, but they also need hope. They come to you for value, but they also need joy.
Like the eagle, customers are often too proud to ask or too anxious to reciprocate. Remember, true service is by definition generous--not tit for tat. Give your customers great service, not because that is what you do, but because that is who you are! What can you do to help your customers soar again like a "proud eagle"?
Chip Bell
- About Chip Bell |
Connect:
- 1208 reads
0 comments »
Join the conversation!
MarketPlace
Boost Customer Satisfaction & Loyalty at SCORE 2013
[May 29-31, Boston] Customer experience management (CEM) strategy meets customer operations at SCORE Conference 2013. Topics include driving customer satisfaction and loyalty, employee engagement, customer retention, call center technology and big data analytics. CustomerThink members save $700 off the regular registration fee.
Digital vs. Human Banking Experiences: Can This Be a Happy Marriage?
[June 6] It's time for banking leaders to rethink how to nurture and grow customer relationships in an increasingly digital world. Get the results of a new study that revealed the CX practices of top performing banks. Learn how digital Innovations can enable more personal service.
[June 10-13, Chicago] If you are responsible for the results of your company’s website, social media, ecommerce, web intelligence, data strategy, audience research and/or measurement, then mark your calendar. Customerthink members save 15% off full conference passes with code CTKTO15.
[June 10-13, Chicago] PAW's program will feature over 40 sessions with case studies so you can witness how predictive analytics is applied at leading enterprises. Customerthink members save 15% off full conference passes with code CTKTO15.
Confirmit’s Community Conference ’13 – London and Las Vegas
[June 19-21, London; June 26-28, Las Vegas] Attending CCC ‘13 gives you an unrivaled opportunity to understand and address rapid industry changes and discover new techniques that can drive your business forward. Create a tailored agenda that explains how to overcome the challenges your business faces. Take advantage of excellent networking opportunities and face-to-face discussions with thought leaders.
Global Customer Experience Management (CEM) Certification Program
[Sept 19-20, Amsterdam; Sept 24-25, Sao Paulo; Nov 12-13, San Francisco] An internationally recognized program with proven track record of success - being run for 40 times in 17 cities with attendees from 58 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.
Customer Experience Certification
[Sept 24-26, London] If you’re developing a customer experience program or want to review your current approach, join other customer experience leaders for this intensive 2.5-day certification. Presented by Medallia, the global leader in customer experience management. Enter code ‘Cthink’ to save$300/£200.
Voice of Customer 2.0: Creating Change Your Customers and Employees Can Believe In
[Recorded April 25] Despite good intentions, in the majority of companies Voice of Customer programs contribute little to business success. Join us to learn the secrets to capitalize on Customer Experience feedback, so you can drive organization actions that will unlock profitable growth.
Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact
CustomerThink advertising sales.
Follow CustomerThink
The Future of Work - Please Give Your Input
CustomerThink is collaborating with Chess Media Group in a study about "The Future of Work" including the use of social/collaborative tools. Please take a few minutes to share your input. As thanks for your time, you'll receive a complimentary copy of the report.
Featured Resources
