energizing breakthrough performance

Customer Service in the Post-Care Bear Era: A Whimsical Epitaph with Clues for a Better Tomorrow

Hey, what about customers? Don’t try to fool us. Who cares about customers’ happiness anymore in an emergent scenario of indifference, burn-out, and melt-down? If you think that this is still the Father Knows Best zone, stop reading now. If you don’t find any of this to be mildly strange, you should reduce your medication level promptly. What’s the point? Point is, it’s tough to motivate employees to deliver quality customer service during during any part of this century.

So who does care about customers’ happiness anymore? If you have read this far, you probably do. You must be a business owner, leader, or manager of some kind. But how can you get your employees turned around to care half as much as you do? Or perhaps you are eking out a living as an anthropologist or historian…

At Strategic Futures®, we focus on customer satisfaction, customer loyalty and the "revenue side" of business success. (Let younger consultants cut expenses, headcount, and other green eyeshade elements of financial denominators! Let those with youthful enthusiasm and visions of sugar plums "pencil" these budgets down to sub-lean levels).

When we work with a client, we proceed from the clean-slate assumption that relatively little is known about the customer and what makes the customer happy and unhappy. This tweaks client sensibilities a bit in the beginning, but they get real happy that we play it this way. We begin with a Discovery Phase. Working hand-in-hand and involving our client actively, we explore the likes and dislikes of the client’s customers. We begin crafting measures for a Rolling Report Card of Customer Satisfaction. Knowing the "hot buttons" and "cold buttons" provides the basis for developing a Strategic Service Plan with the hands-on involvement of opinion leaders in your Firm. We help you begin working from a platform of more accurate, confident knowledge concerning customer needs and wants.

This sets the stage for lots of positive and powerful things to happen, e.g., for clarification of value-added throughout the organization relative to customer needs and wants, for development of new product/services that satisfy existing or anticipated customer expectations, and for blurring the boundaries between what we represent to customers with our marketing, advertising, and selling strategies, and what we represent to employees with training, coaching, performance appraisal and rewards. If this would not help your company, please stop reading.

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