mabcx Newsletter audio version: Recent Episodes
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You hang up the phone with customer service, feeling good. They have solved your problem, and the atmosphere felt constructive. Even if the solution was not 100% what you expected or hoped for, you felt the honest effort on the other side. And the will to help. You’ve just experienced service delivered with a positive attitude.
A conversation about convenience in Customer Experience with examples from popular companies including T-Mobile, Uber, and Tinder.
Creating Customer Journeys, Marketing Campaigns, and establishing Customer Service standards is not the whole story. Like people, companies also have a combination of characteristics or qualities that form their distinctive character, their identity. And that identity, or personality, will directly affect your customers' willingness to do business with you.
Meeting a new person is always a bit of a step into the unknown. What do they want, what do they think, how do they make decisions, what's important for them? Since it’s a fairly normal process for most of us, we typically run on autopilot. But from time to time, we feel an instant connection with somebody new.
Eye contact is a skill. Our eyes not only see for us, but they are also a mode of communication. It’s amazing how much information can be conveyed in a split second. Like the bus driver making quick eye contact with every passenger entering at the front door: “you are entering my bus. I want you to respect the rules and please, don’t cause trouble.”
For sure, you have heard the popular saying: "People do business with people they know, like, and trust." It may sound obvious, but what does it mean to your organization? How can you make your customers trust you and your products/services?
Another week with unbearable pictures all over our screens has gone by, and we here at mabcx don’t want to return to business as usual. One important aspect of our job as coaches is conflict resolution and that does feel much more like the appropriate thing to talk about at this time.
Newsletter: The Power of symbols
We originally planned for a completely different topic for today’s newsletter until we saw the date: 22022022. There is no way we would have let this pass without talking about the power of symbols.
Customer Moment: Make every moment a victory for your customers
Everyone knows the value of great relationships. Yet, we are often sloppy in building and maintaining our relationships. We put things on the backburner, we are not systematic or competent enough and too often just ‘wing it’.
For today, we’ve put together three aspects of (business) life where better relationships make a huge difference: Customers, Employees, and our relationship at home.