Week of January 19, 2009

Hey everyone, here we go. . . . . . 

IN OUR WORLD Just back from really cold New York.  It was great to feel winter since we have only had small tastes of it in Dallas this year.  There was snow all over the ground and hunks of ice in both the Hudson and East River’s.  Made for brisk walks from my clients office to the hotel.  

We had great meetings on huge goal initiatives with incredibly dedicated and smart people.  I am honored to be part of their process. 

Believe it or not I might have a full week in town to get caught up on a huge queue of projects lined up that need attention. 

 

 

 

THINGS YOU SHOULD KNOW 

Hey, do you remember the reason for your organization, the reason for your company?  It’s not necessarily about making money, though that certainly is a high ranking thought.  It is about the customer.  You remember, don’t you?  EVERY business is a customer business.  Makes no difference if you are manufacturing bed springs, growing green beans or cleaning industrial waste, you are in business for the customer.   

In a recent survey by the University of New Mexico, some very interesting data emerged.   

• Over 27% of customers feel a consistent level of dissatisfaction from their use of products or services.  The 27% is relates to how they are treated when interacting with representatives of the company.
• 57% of customers identify the initial contact as the beginning of their dissatisfaction.
• 60% (yes, 60%!) would change their service provider based simply on an initial poor interaction.
• 70% dread having to voice an objection to the service provider, but 88% have no problem telling their friends.

 

What does this really mean?   

•  FOCUS:  Today and I do mean TODAY; take a look at the key points of customer interaction, especially your FRONT LINE, those initial points of contact.  Examine their training, your hiring process, your reward system.  These folks are IMPORTANT and according to the survey; impact the satisfaction of over HALF your customers/clients.
• OPPORTUNITY:  60% of potential customers are looking for a better service experience.  Give it to them!  Design an interaction matrix that treats your customers like KINGS. 

 

Take a few moments to remember, the customer is your primary concern and FOCUS strategy and resources on handling them like the royalty they are! 

 

ENTERTAINMENT 

 

MOVIES:    Nothing in the theaters to amuse me, so I thought I would give a jab to the Academy of Motion Picture Arts for their snub of The Dark Knight film and its director, Chris Nolan.  I guess that, despite its box office appeal to the masses that you need to have a little more real life depression to appeal to members who vote.  Every year I am amazed at what appeals to the Academy and it consistently follows the overdone drama is the big player.  Make it a period piece and throw in some Nazis and you have it made. 

NetFlix Fans:  Appaloosa:  This is an understated, great little western with Ed Harris not only acting, but also directing. 

TV:    Lie To Me is a really good little show.  Give it a try.  It’s on Wednesday night.  Remember that House is now on Monday nights! 

BOOKS:  The Customer Rules – By Beemer and Shook keeps with my theme on customer centric focus.  A pretty good read with some great ideas and impact studies on customer behavior. 

MUSIC:   I received some requests to add a music list to my Top 10 and Bottom 5 annual movie review.  Since music is a lot tougher than movies to review and more driven by personal taste, I thought I would give you my top three new performers.  All have music on iTunes.   

• Tony Lucca
• Matt Nathanson
• Brent Dennan

 

 

WEB SITES:   Looking to customer care ideas? 

 

 

 

 

SOUTH OF NORMALOk everyone, put on your long underwear and get ready for the Yukon Arctic Ultra, a 430 mile ultra-marathon in Alaska, where you run, ski and or bike through the coldest temperatures imaginable.  Last year was so physically grueling that they had to stop the race 100 miles short due to temperatures dropping to -76, where you blood is likely to freeze!You pay $1,850 to enter and guess what?  NO PRIZE FOR THE WINNER!Hey, you can still enter as the race doesn’t start until Mid-February! 

 

I’m wide awake and so alive.I’m ringing like a bell.Tell me this is paradise and not some place I fell.Matt Nathanson 

 

Drop me a note with your comments at steve@creativeventures.com 

 

 

Thanks for stopping by and until next time, Adios and Aloha.