Being There = Reliability.
By creating reliability in the way you do business and delivering on the moments that matter (the moments of contact from the customer’s point of view), you earn the right to grow.
Beloved companies think and rethink how to conduct themselves in these situation. The experience they deliver is far more than the execution of an operating plan.
Decide to Be ThereDo You Know Your Customers? Do Customers Look Forward to Seeing You? Have You Planned for Heroic Acts of Kindness? Do You Accept the Order and the Responsibility? What’s Your Service Magnet? Can You Blur the Line between Customer and Company? When Your Service Providers Change . . . Do You Provide Continuity of Service? Can You Jump a Fence to Serve a Customer? Is You Experience Memorable?
The interactions customers have with a company prove how much thought and planning were put into key touch points. Reliability fuels customer stories about experiences with the companies they love. Decide how you will be there. Be operationally deliberate and “get it right.”