![]() ![]() ![]() Nature’s serenity is there for us to see, hear and feel in the majesty of the mountains, the vastness of the sea, the whisper of the whistling wind, the incredible scent-of-a-quenched-happy-earth after rain. Life is like an ever-shifting kaleidoscope - a slight change, and all patterns alter. The most tranquil house, with the most serene inhabitants, living upon the utmost regularity of system, is yet exemplifying infinite diversities. The most familiar people stand each moment in some new relation to each other, to their work, to surrounding objects. New harmonies, new contrasts, new combinations of every sort. Every instant a change takes place in the contents. Republished with author's permission from original post.Life is like and ever-shifting kaleidoscope - a slight change, and all patterns alter. If you’ve read the book, leave us a comment and share some of your favorite insights. This is a great idea for improving the customer experience.Īs Bell concludes the book, he says, “Winning organizations deliver service experiences that get people talking, not just walking.” Kaleidoscope is a quick, easy read that may just be a catalyst you need for moving your customer service from routine to memorable - transforming satisfied customers into advocates. We’re too quick to explain them away as “just the way things are.” This concept of a detail treasure hunt coupled with some sort of incentive for the customer is a great way to understand what issues and details really matter to customers. When it comes to our own customer experience, we are often too close to the situation to see problems. We are trying to see more details that we don’t see that you do see.’” You can set it up like this: ‘Thank you for being our customer. “Invite your customer on a detail treasure hunt. At the end of the interaction, the shoe man said, “Please come back to see me again, partner!” I love this example of someone who realizes that it’s not just about repairing this pair of shoes - it’s about repairing the next pair and the pair after that. ![]() Instead of saying, “Unfortunately my shop doesn’t open for thirty minutes,” he fixed the shoes and threw in a shine at no extra charge - while Bell ate his breakfast. It telegraphs what you want your customers to remember.”īell tells a great story about a shoe repair man whose shop wasn’t even opened yet. “The service you provide is a kind of business card. We speak often in the contact center of the importance of empathizing with customers, but how often is it conveyed as raw, genuine compassion as opposed to a scripted response? The more we can connect authentically with our customers first, the better we’ll be able to recover from difficult issues that arise. Great service recovery lets a disappointed or angry customer know you are there to fix, not to fight.” Bell says, “The worth of a great customer experience requires a focus not on the transaction costs, but on the relationship value.” “When things go wrong for customers, they only value your competence after they have witnessed your compassion. When we provide consistently great service and focus on the long term relationship rather than short term gain, trust is built with customers that can sustain even through difficult times. I’m sure anyone can list multiple companies that don’t have their best interests a heart - whether it’s the cable company, insurance, or an airline. To serve well is to enter into a covenant with a customer that guarantees worth will be exchanged for worth and in a way that keeps central the customers’ best interests.” “Honor and trust are the lifeblood of repeat business. These creative and innovative extras leave an imprint in the mind of customers where a routine encounter might not. He tells of another experience where a chef in New Orleans delivered tiny, beautifully designed pastries to him in an ornate jewelry box. “Enchanting, innovative service, like the image created inside the kaleidoscope, is handcrafted and intended to make recipients swoon, sigh, and giggle.”īell shares of the Fairmont Pacific Rim hotel in Vancouver, British Columbia that left classic toys, including a Slinky and a kaleidoscope, in his room when he arrived for a stay, inviting him to enjoy his stay. ![]()
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