The interactions customers experience with your company show them how much thought you put into the moments of truth. Be operationally deliberate and “get it right.”
1. Enable the front line to brainstorm heroic actions and act on them – Have You Planned for Heroic Acts of Kindness?
Is everyone ready to go the extra mile? Do they have permission?
2. Give customers a seat at the table – Can You Blur the Line Between Customer and Company?
Beloved companies tap the passionate energy of customers by encouraging participation in building products and services that customers need and desire.
3. Ensure hand-offs are seamless – When Your Service Providers Change, Do You Provide Continuity of Service?
Beloved companies lock customers in their corporate memory. They honor them by ensuring continuity for serving their needs.