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.

Forget all the blather about how companies love their customers. It’s just talk. I’m convinced that 90 out of 100 organizations simply tolerate customers. Their customers represent only a means to profit, and that message comes through loud and clear to those callers all too often.

Five recent examples from my own experience illustrate the point all too well:

Auto-Responders That Fail to Address My Issue

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

The super cool feature of a kaleidoscope is not the charming images that take our breath away.  Or, the fact that, unlike a magnifying glass or set of binoculars, you get to actively engage with the kaleidoscope to create swoons and grins. It is the fact that the kaleidoscope has character.  The gems inside never change but are reflected through a series of mirrors.  You don’t open up a kaleidoscope to replace the gems.

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