Engineering the Customer Experience
Impeccable Customer Service Interviewing Question:
“If the sign out front said, ‘[insert candidate’s name]’s Place,’ walk me through what the client experience might look like.”
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
“Unless and until you genuinely CARE about your EMPLOYEES and CUSTOMERS, your purpose and potential will not be fully realized.” –Lowell Nerenberg
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Recovery:
Occasional slip-ups are okay, provided you have an impeccable recovery process in place.
And, as it turns out, impeccable recovery stories garner even more attention than “plain old” positive experience stories.
Remarkable Customer Relationships:
Your customers and clients want/need to feel smart, important and valued. So … what are you currently doing to make them feel *important*?
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
“Your life can be a stepping stone for your children to do greater things or it can be a stumbling block that causes them to struggle and live in mediocrity.” –Joel Osteen
We all have a mom and dad. Some of us are even fortunate enough to feel proud of them. If you fall into that category, do you think of your parents as leaders?
My friend and colleague, Lowell Nerenberg – an executive leadership coach in the DC area – wrote about how we’re never not leading. This is especially apparent with parents. Many of us look up to our parents, learn about life from them — and — perhaps even spend a lifetime seeking their approval. Entering my 41st year as Marvin and Sharyn Dorfman’s son, I’m especially conscious of the multitude of positive examples my parents have set for me, my brother Rich, sister Jodi and countless others who’ve been fortunate enough to know them through the years.
It’s easy – especially when it comes to immediate family – to find and focus on what’s “broken,” wrong, or that which simply drives us crazy. However, [Read more…]
Remarkable Customer Relationships:
Be a great listener and you may just end up being regarded as a great conversationalist.
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Customer Service Recovery:
L.A.S.T. – Listen. Apologize. Solve. Thank.
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Never say to a client, “It’s the least we could do.” They might just take that literally.
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Just the act of sharing (i.e., forwarding, re-tweeting, discussing) the best practice of a 3rd party, implies that you not only feel strongly about the statement being made … you must also (most likely) be practicing the same. Besides … sharing is caring.
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Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
“The secret to capturing market share lies in how impeccable your customer experience is … consistently.” -Steve Dorfman
Impeccability as a Brand: Google simplified search and today its sites account for more than 6% of all of the world’s Internet traffic. Apple’s products, retail establishments and customer experience all draw rave reviews and the company continues to increase market share. In fact, Apple recently posted record first-quarter revenue of $46.33 billion. Starbucks is so committed to its patrons that in late 2010, it enacted a new policy prohibiting baristas from creating more than two drinks at a time (only starting a second one while finishing the first). And Nordstrom has become the benchmark by which other companies measure themselves. It isn’t unusual to hear a business owner say, “We aspire to be the Nordstrom of the __________ business.”
Engineering Experiences that Exceed Expectations:
Leaders come to Steve Dorfman to explore what impeccability means for their teams and to work with them on creating a culture of impeccability in their organizations. Through his highly interactive style, Steve will demonstrate how a culture of impeccability allows you to work smarter, not harder.
• A clear understanding of how impeccability is a cornerstone of business growth in 2012 and beyond
• Fresh action items to create impeccable experiences tailored specifically for your clients
• Personal i-SAT (Impeccable Service Aptitude Test) score
For more information call 202.556.3235 today!
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