the ceo magazine, customer service,
Chip R. Bell

Walk into Sewell Lexus in Dallas, Texas.  A huge overhead light shaped like an upside-down diamond…bathes the bone-colored tile of the showroom in a soft glow. Offices are done in rich mahogany paneling. Large plants are everywhere, plus colorful fresh flowers. The sitting area has overstuffed leather couches centered on a rich oriental rug.  If this were a home it would be in Architectural Digest! You realize you are in a classy place when you are warmly greeted by everyone like you are guest in their home, not like easy prey for salespeople in search of a kill.  

the ceo magazine, customer service,
Andrew Wells and Kathy Chiang, Monetizing Your Data: A Guide to Turning Data into Profit-Driving Strategies and Solutions

How intelligent is your company about your customer?  Do you know enough about them in order to create a personalized customer experience?  Understanding your customer through deep intelligence enables you to drive the right actions and experiences that can make the difference in your ability to compete in the marketplace and win with the customer.   In today’s world, competing on price alone cannot win at checkout.  You need to create a unique customer experience that separates you from your competition.  This could be your customer service, return policy, quality of your product or services, or designing a bespoke experience. 

the ceo magazine, customer experience,
Chip R. Bell, Author, Kaleidoscope:  Delivering Innovative Service That Sparkles

Growing up on a cattle farm is a chance to see both the promise and perils of freedom.  For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond.  In the winter when there is no grass, bales of hay are delivered to their “doorstep.”  But, when the time comes for cows to be transported to market, herding can become a bit of a challenge.  It starts out rather peaceful; but, as cows are moved from the open pasture into small holding pens and then forced to go up a loading shoot and onto the truck, it requires electric prods to convert their revolt into compliance.

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