Your ability to be there and deliver experience reliability gives your customers a story to tell in social media. Make the moments of truth a positive story that your customers can tell others.
The interactions customers have with a company prove how much thought and planning were put into these key touch points. Reliability fuels customer stories about experiences with the companies they love.
If you are in the business of serving customers, now is the time to create opportunities to grow your business. Listed are five actions that will bring you dividends in business, goodwill and customer recommendations.
The interactions your customers have with your company show them how much thought you put into the moments of truth. Be operationally deliberate and “get it right.” You must clear the hurdle of random experiences and deliver reliability.
1-800-GOT-JUNK? is based on the fundamental idea of “being there.” By considering how people usually experience the household chore of removing junk and offering them the alternative of a reliable service experience, 1-800-GOT-JUNK? has become the largest junk hauling company in the world.
Companies that “decide to be there” learn customer’s aspirations, needs, and desires and become a part of their lives. This means being there for customers on their terms. A beloved company is remembered with fondness long after the children are grown, because for a time they were an important part of their customers’ lives.
Compare your company’s decisions to those made by beloved and prosperous companies. Take advantage of the online diagnostic: Do You Make the Five Decisions of Beloved Companies? Determine how close you are to becoming a company that earns devoted customers, devoted employees, and business growth.