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March 10, 2008

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» Sniffing for Market Share from David Young | Branding Blog - Marketing Advice and Advertising Strategy for Small Business Owners
Steal market share from your competitors by analyzing them using your 5 senses. Dave Young offers suggestions for doing a simple competitive analysis based on sight, touch, taste, smell and hearing. Identify your own vulnerabilities and discover opport... [Read More]

Comments

Ray Deck III

This is fantastic. Customer Service often falls between the cracks in Ministry organizations (of which I am apart). It's neat to hear about one that does a good job like this.

Rene

I hear you loud and clear. We are a public library. There used to be a beat up old table outside by the bookdrop. Because the door to the book-chute is a bit heavy, the table served as a nice place to put personal items while customers dropped their books. However, the table was removed because it was unattractive. It's a long story, but the table was also the source of a power struggle--We would not replace it if we couldn't get the one we wanted. The bottom line is that the table is gone, customers have commented that they really miss it, and we have done nothing but shrug. It's truly unfortunate that those who could fix it don't recognize the value of something as unimportant as a little table. Our customers knew it's value. Thanks for a great discussion. Rene

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Customer Experience Architecture


  • CEA is the process of crafting a powerful and positive PEF. Today’s customer expects to be engaged in the buying experience through emotional, intellectual and sensory based touch-points. Creating a compelling and dynamic customer experience is the factor that transforms customers into business advocates.

Customer Experience Index

  • Ten Key TouchPoints Most Important to Customers
    The CEI is for anyone who is interested in measuring the strength of their performance through the eyes of their customers. This scorecard provides a numeric grade for each of 10 key "TouchPoints" considered to be most important to consumers, based on surveys by Fred Crawford of Alix Partners.

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