NO, NO, NO!
.. said the man when meeting the cashier to pay his groceries.
“NO – I do not want a printed receipt!”
“NO – I do not want a shoppingbag!”
“NO – I do not want your loyalty card offer!”
This was my sons funny observation when he was doing his
grocery shopping the other day.
Outperforming companies do not ask the same questions to
their customers over and over again - just to irritate. In this case the
cashier did not even have to ask the questions - the customer knew the
questions that were coming long before he entered the store. Outperforming
companies gather customer preferences and wishes, equip their service personnel
with insight and tailor the dialogues with the individual customer through the preferred
channels. They delight and surprise. This summer I have been in Italy, Spain
and the USA.
I have been delighted and surprised by higher service levels than ever. It is much
about great relationships – company to people and people to people.
YES, YES, YES!
previous related blogs: http://ibm.co/Iwfr73, http://ibm.co/KFL81z, http://ibm.co/LIiShS