![]() ![]() “You can’t fully automate a relationship. When you provide consistent and predictable above-average experiences, that is when you are operating in the zone of amazement.” “Customer amazement is within the grasp of everybody in an organization. If they are not, you should have a system that allows you to recognize when your best customers drop off.” Monitor if your customers are coming back. “Behavior is an important measurement in business. Go back to question #1 and ask, “Now that we have done all this, why would customers want to do business with us?”.Take a look at what the best companies are doing that you can implement in your business – and do so.Ask the team, “What companies do we love doing business with and why?”.Take a look at what your competition is doing that is different but don’t just copy them. Ask your team, “Why would someone do business with the competition instead of me?”.Ask, “Why would someone do business with me instead of a competitor?”.How to create an “I’ll Be Back” experience:.You didn’t make it easy for the customers to find you.This creates a negative emotional response within the customer.When you make the customer feel like you just don’t care, they’re going to find somebody that does.Moment of Magic is a positive Moment of Truth that we need to consistently create.Moment of Mediocrity is an average experience.Moment of Misery is when the customer encounters a problem or has a complaint.Shep has names for these and added a third one: This is when a customer comes into contact with any aspect of the business and has the opportunity to form an impression. ![]() In the ’80s, Jan Carlson came up with the idea of the Moment of Truth.Another important measure of customer service success is behavior – whether or not customers come back. Questions like, “Are you happy with our service?” and “Would you be willing to recommend us?” are great history lessons. ![]()
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