Caring Customer Contact
How to make your profits take off through caring customer contact…
Engaging Tweets
Time to put your customers first – your business is at risk if you don’t…
Is customer care your top priority?
Your customers experience ultimately determines the success of your business
Do you have a customer care programme in place in your business?
Create magical moments for your customers by investing in a customer care programme
Do you find encouraging great customer care is a challenge in your business?
Time to take your customer care programme seriously!
Identify the 15 magic seconds in your customer experience and you can keep them coming back for more…
15 seconds of magical moments changed the fortunes of Scandinavian Airlines – apply the same focus to your customer care programme
Time to focus on the 15 seconds you have to leave a good impression with your customers
What can your business learn from Jan Carlzon at Scandinavian airlines?
How do you use your crucial ‘moments of truth’ to prove to your customers you are better than the competition?
You have 15 seconds on the front line in your business to impress or depress a customer…
Impress or depress a customer – what’s your approach to customer care?
Impress or depress a customer – the choice is yours…
Do you know your customer moments of truth like Scandinavian Airlines do?
Time to make customer care pay off for your business, just like it did for Pret a Manger
How often do you surprise your customers with a magical moment?
When was the last time you thanked your customers or rewarded them for their continued business and loyalty?
Can improving your customer care come with significant financial benefit to your business?
What happens to your business results when your customers think you do a magical job of taking care of them…
Avoid lost profits in your business and encourage a culture of customer care…
Why you can’t afford not to be crystal clear on customer care…
Make sure every member of your team understands the value to your business of a customer care programme
Do your team know that customer care matters?
What happens to the success of your business when your team understand the importance of customer care?
Why risk the future of your business, have a successful customer care programme in place…
Here’s how to create magical moments of truth for your customers
Taking customers for granted is a recipe for lost profits and ultimately business failure…
Make improvements one step at a time to ensure the future success of your business
What happens when you make your customers experiences with your business magical moments instead of neutral moments
Get your people involved in delivering the moments of truth for your business and they will help you create magical moments and loyal customers
Don’t risk the success of your business by sidestepping customer care
Don’t be complacent when it comes to caring about what your customers think
It doesn’t matter what business you are in, it does matter what your customers think
Don’t risk the future of your business by not caring about your customers
What happens when you start to create ‘Moments of truth’ for your customers
LinkedIn Updates
1. Your customers… they are the reason you have a business.
Wouldn’t it be great if they could help you grow your business, have greater sales and increase your profits without you having to spend any money on sales and marketing?
Well they can… Click here to learn more
2. Customer care should be a top priority for any business.
Is it for yours?
Your customers are at the heart of your success, and their needs should constantly be at the forefront of your mind.
However, it’s surprising how many businesses take their customers for granted. Click here to learn how to make your customers a top priority…
3. When Jan Carlzon took over at Scandinavian Airlines (SAS) in 1981 the airline was losing money and in danger of collapse.
In just over a year he transformed the fortunes of the business, taking earnings up £60 million, this all against the tide of a general decline in the profits of international airlines.
So how did he do it?
Click here to learn how can this method for success be applied to your business?
4. How long do you and your team have to make a good impression with your customers – 15 seconds, 15 minutes, 15 days??
When Jan Carlzon took over at Scandinavian Airlines they were in trouble, but by focussing on the 15 seconds or moments of truth that his team had to make a good impression with the customer he turned the fortunes of the business around. Click here to learn how creating moments of magic for your customers can transform the success of your business…
5. As a business leader you already know customer care is a crucial element of business success.
Every contact your customers have with your business is an opportunity for you to improve your reputation with them and increase the likelihood of repeat business and further sales.
Click here to learn more…
6. When you focus your energy, your people and your systems on creating magical moments of customer service you will create a loyal base of customers who will buy more, buy more frequently and recommend you to others. Click here to learn how…
7. What happens to your business results when your customers think you do a magical job of taking care of them…
You win
What happens to your business when your customers think you do a miserable job of looking after them?
Click here to learn how to always win with your customers
8. How often do you surprise your customers with a magical moment?
When was the last time you thanked your customers or rewarded them for their continued business and loyalty?
Click here to learn Pret a Mangers simple and effective magical moment that will keep this customer coming back and how you can apply the same approach to create magical moments for your customers.
9. Customers will only receive the level of care they expect if every member of your team understands that the needs of the customer should always be the top priority.
Encouraging a culture of this kind can be a difficult task. Click here to learn how to simplify the process and secure the future of your business…
10. It is suggested that upwards of 70% of change programmes within business fail.
This is because the front-line people do not fully buy into the change – if they don’t buy into it, they don’t make it happen. Click here to learn how to make it clear to your people that customer care matters…
11. Taking customers for granted is a recipe for lost profits and ultimately business failure… BUT…
Get your people involved in delivering the moments of truth for your business and they will help you create magical moments and loyal customers. Click here to learn how
12. Remember customer expectations are changing all the time, plus there might not be a big difference between a neutral and a magical moment in your customers eyes.
But to ensure the future of your business you need to make all your customers experiences with your business magical. Click here to learn that when it comes to change think small not big.
Make improvements one step at a time to ensure the future success of your business.
13. You might not think you need to invest in the care of your customers, you might think that they are fine as they are, that you are fine as you are, and your business is successful enough…
But click here to learn how much more successful you could be if you took your customer loyalty seriously and invested time and money into it.
14. Jan Carlzon turned around the fortunes of Scandinavian Airlines by taking customer care seriously. All he did was demand just 5 x 15 seconds from his employees, he called them ‘moments of truth’
Just 75 seconds with each customer was all it took to make SAS successful.
Click here to learn more about moments of truth and how investing just a small amount of time in them can make all the difference to the future of your business.
Facebook Posts
1. Your customers… they are the reason you have a business.
Wouldn’t it be great if they could help you grow your business, have greater sales and increase your profits without you having to spend any money on sales and marketing?
Well they can… Click here to learn more
2. Customer care should be a top priority for any business.
Is it for yours?
Your customers are at the heart of your success, and their needs should constantly be at the forefront of your mind.
However, it’s surprising how many businesses take their customers for granted. Click here to learn how to make your customers a top priority…
3. When Jan Carlzon took over at Scandinavian Airlines (SAS) in 1981 the airline was losing money and in danger of collapse.
In just over a year he transformed the fortunes of the business, taking earnings up £60 million, this all against the tide of a general decline in the profits of international airlines.
So how did he do it?
Click here to learn how can this method for success be applied to your business?
4. How long do you and your team have to make a good impression with your customers – 15 seconds, 15 minutes, 15 days??
When Jan Carlzon took over at Scandinavian Airlines they were in trouble, but by focussing on the 15 seconds or moments of truth that his team had to make a good impression with the customer he turned the fortunes of the business around. Click here to learn how creating moments of magic for your customers can transform the success of your business…
5. As a business leader you already know customer care is a crucial element of business success.
Every contact your customers have with your business is an opportunity for you to improve your reputation with them and increase the likelihood of repeat business and further sales.
Click here to learn more…
6. When you focus your energy, your people and your systems on creating magical moments of customer service you will create a loyal base of customers who will buy more, buy more frequently and recommend you to others. Click here to learn how…
7. What happens to your business results when your customers think you do a magical job of taking care of them…
You win
What happens to your business when your customers think you do a miserable job of looking after them?
Click here to learn how to always win with your customers
8. How often do you surprise your customers with a magical moment?
When was the last time you thanked your customers or rewarded them for their continued business and loyalty?
Click here to learn Pret a Mangers simple and effective magical moment that will keep this customer coming back and how you can apply the same approach to create magical moments for your customers.
9. Customers will only receive the level of care they expect if every member of your team understands that the needs of the customer should always be the top priority.
Encouraging a culture of this kind can be a difficult task. Click here to learn how to simplify the process and secure the future of your business…
10. It is suggested that upwards of 70% of change programmes within business fail.
This is because the front-line people do not fully buy into the change – if they don’t buy into it, they don’t make it happen. Click here to learn how to make it clear to your people that customer care matters…
11. Taking customers for granted is a recipe for lost profits and ultimately business failure… BUT…
Get your people involved in delivering the moments of truth for your business and they will help you create magical moments and loyal customers. Click here to learn how
12. Remember customer expectations are changing all the time, plus there might not be a big difference between a neutral and a magical moment in your customers eyes.
But to ensure the future of your business you need to make all your customers experiences with your business magical. Click here to learn that when it comes to change think small not big.
Make improvements one step at a time to ensure the future success of your business.
13. You might not think you need to invest in the care of your customers, you might think that they are fine as they are, that you are fine as you are, and your business is successful enough…
But click here to learn how much more successful you could be if you took your customer loyalty seriously and invested time and money into it.
14. Jan Carlzon turned around the fortunes of Scandinavian Airlines by taking customer care seriously. All he did was demand just 5 x 15 seconds from his employees, he called them ‘moments of truth’
Just 75 seconds with each customer was all it took to make SAS successful.
Click here to learn more about moments of truth and how investing just a small amount of time in them can make all the difference to the future of your business.
Blog Posts
BLOG 1 – Time to put your customers first – your business is at risk if you don’t…
Your customers… they are the reason you have a business.
Wouldn’t it be great if they could help you grow your business, have greater sales and increase your profits without you having to spend any money on sales and marketing?
Well they can…
Customer care should be a top priority for any business.
Is it a top priority for yours?
Your customers are at the heart of your success, and their needs should constantly be at the forefront of your mind.
However, it’s surprising how many businesses take their customers for granted.
And it’s surprising how many businesses deliver average or even miserable experiences for their customers.
How is your customer service?
Are you guilty of taking your customers for granted?
Encouraging great customer care is a challenge for any business, but your customer care programme determines your customer experience.
Your customer experience determines the success of your business.
Click here to learn how to create great magical moments for your customers and ensure the future success of your business…
BLOG 2 – Identify the 15 magic seconds in your customer experience and you can keep them coming back for more…
When Jan Carlzon took over at Scandinavian Airlines (SAS) in 1981 the airline was losing money and in danger of collapse.
In just over a year he transformed the fortunes of the business, taking earnings up £60 million, this all against the tide of a general decline in the profits of international airlines.
So how did he do it?
And how can this method for success be applied to your business?
Jan Carlzon focussed on customer care, he was committed to it, he saw it very simply as the key to making SAS successful.
He coined the phrase ‘Moments of Truth’ – these are moments where the customer comes into contact with your business, where important impressions are formed by customers about your business and where there is significant opportunity for good or bad impressions to be made.
Carlzon worked out that 10 million customers a year typically saw 5 x SAS staff and each ‘moment of truth’ (point of contact) would last approximately 15 seconds – so 15 seconds to make a good or a bad impression.
How long do you and your team have to make a good impression with your customers – 15 seconds, 15 minutes, 15 days??
Carlzon believes that ‘SAS is created 50 million times a year, 15 seconds at a time’
The 50 million ‘moments of truth’ ultimately define the success or failure of SAS.
These are crucial moments for SAS to prove that they are the best airline to use and better than all the competition.
How do you use your crucial ‘moments of truth’ to prove to your customers you are better than the competition?
Click here to learn how Carlzon used ‘moments of truth’ with great success and secured the future of SAS and how these same simple techniques can be applied to your business.
BLOG 3 – Impress or depress a customer – what’s your approach to customer care?
Do you know your customer moments of truth like Scandinavian Airlines do?
As a business leader you already know customer care is a crucial element of business success.
Every contact your customers have with your business is an opportunity for you to improve your reputation with them and increase the likelihood of repeat business and further sales.
From your telephone manner to the efficiency of your order-fulfilment systems, almost every aspect of your business affects the way your customers view your business.
So, if it so important, why is customer care not at the top of every businesses list of ‘things to do right’
When you focus your energy, your people and your systems on creating magical moments of customer service you will create a loyal base of customers who will buy more, buy more frequently and recommend you to others.
When Jan Carlzon turned the fortunes of Scandanavian Airlines (SAS) around he did it by doing just that!
He worked out they had just 5 x 15 second moments of truth with every customer.
How long do you have?
These moments determine the success of failure of your business…
Carlzon knew this, so he changed his 10,000 employees 5 x 15 second interactions into magical customer experiences, moments that customers would remember, moments that would make them want to come back and use the airline again, moments that would make them recommend the airline to other people.
These moments did not happen with managers or directors, they happened with the customer facing staff of SAS, the check in people, the ticket desk workers, the aircraft crew and the flight attendants.
Carlzon knew that it was these people, the people in contact with customers every day that would make or break the airline.
Get your front-line staff involved in your businesses ‘moments of truth’ they are the ones that speak to your customers every day.
Ignore them at your peril.
Click here to learn the importance that a customer focused approach can have on your bottom line.
BLOG 4 – Time to make customer care pay off for your business, just like it did for Pret a Manger
What happens to your business results when your customers think you do a magical job of taking care of them…
You win
What happens to your business when your customers think you do a miserable job of looking after them?
You lose
Clearly customer care deserves your attention
Does customer care really come with a financial pay off to your business?
Let’s think?
If one of your customers has a magical customer experience then:
Are they more likely to buy from you again?
Are they more likely to pay slightly more?
Are they more likely to buy other items from you?
Are the more likely to recommend you to other people?
The answer to these questions is yes!
Improving your customer care comes with significant financial benefit to your business
Here is a perfect example of a magical moment:
A colleague of mine is a regular in Pret a Manger and after several visits to the same one, a member of staff approaches him and gives him a free green tea (his drink of choice on recent visits). He was not expecting it nor did he ask for it.
It was a magical moment – rewarding him for his custom and loyalty.
For Pret a Manger it’s a cup, a teabag and some hot water but for the customer its so much more…
How often do you surprise your customers with a magical moment?
When was the last time you thanked your customers or rewarded them for their continued business and loyalty?
It’s a small thing that Pret a Manger did, but this customer will go back, keep going back and tell everyone about it!
Click here to learn how to secure your customers loyalty and be like Pret a Manger.
BLOG 5 – Avoid lost profits in your business and encourage a culture of customer care…
Customers will only receive the level of care they expect if every member of your team understands that the needs of the customer should always be the top priority.
Encouraging a culture of this kind can be a difficult task.
It is suggested that upwards of 70% of change programmes within business fail.
This is because the front-line people do not fully buy into the change – if they don’t buy into it, they don’t make it happen.
When its crystal clear to your people why you want to improve your moments of truth they might just support you.
You should start by explaining why customer care matters.
They should all understand that the success of the business (and therefore their own employment prospects) depend on the happiness of your customers.
Even though that is stating the obvious sometimes in the busy day to day running of a business this can be forgotten or ignored.
Here is an example of ‘why’
“Customers either decide to buy, or decide not to buy. They decide to come back and buy again, or not buy again. They decide to recommend our business, or bad-mouth our business.”
“The way we handle our customer moments of truth determines the success of the business, the survival of the business and everyone’s job, salary and mortgage payments.”
Seems like a good enough reason to improve your ‘moments of truth’ I am sure you will agree?
Click here to learn how to change the culture of your business and get every team member to make customer care their number one priority.
BLOG 6 – Here’s how to create magical moments of truth for your customers
Taking customers for granted is a recipe for lost profits and ultimately business failure…
BUT…
Get your people involved in delivering the moments of truth for your business and they will help you create magical moments and loyal customers.
Here is your 5 step moments of truth planning process to help you do just that:
1) Post it note your moments of truth
With your team, identify each moment of truth (the point of contact) a customer has with your business. Write each one on a post-it note.
Then create a post-it note timeline showing step-by-step, each point of contact – stick them on your office wall or white board.
2) Colour-code your different types of contact
Use different coloured pens to identify the different types of contact you have with customers, for example; face to face, on the phone, by email, by post, via a website or webinar etc
3) Prioritise your moments of truth
Mark the 3,4 or 5 most important moments of truth from your post-it note analysis
4) Miserable, Neutral or Magical
With your team, assess your top 3,4 or 5 moments of truth – look at it from the customers point of view and decide which one they are – Miserable, Neutral or Magical
5) Possibility thinking and action planning
Be honest and open-minded and identify possible ways of improving your most important moments of truth, and how to make neutral moments magical and miserable moments neutral or magical
Remember customer expectations are changing all the time, plus there might not be a big difference between a neutral and a magical moment.
As you make your changes think small not big, make improvements one step at a time.
Click here to learn how to build the post-it note exercise into the constant improvement of your businesses moments of truth and change the experience for your customers.
BLOG 7 – Don’t risk the success of your business by sidestepping customer care
You might not think you need to invest in the care of your customers, you might think that they are fine as they are, that you are fine as you are, and your business is successful enough…
But just think how much more successful you could be if you took your customer loyalty seriously and invested time and money into it.
Remember it’s cheaper now that lost profits and customers due to poor service.
Jan Carlzon did it at an airline and demanded just 5 x 15 seconds from his employees, he called them ‘moments of truth’
Just 75 seconds with each customer was all it took to turn around the fortunes of Scandinavian Airlines.
A ‘moment of truth’ is when a customer service experience causes your customer to love (or hate!) your business.
You might not be an airline, you might be a small manufacturing business, you might sell most of your products on-line, but the principles are the same.
At SAS the moments of truth were face-to-face, 1-on-1 conversations between customers and SAS people.
Your moments of truth might be on your website, filling in order forms, or over the phone.
What’s certain is you can improve your business’s moments of truth whatever they look like.
One business we know of adds an ink stamp cartoon to all their monthly invoices. The cartoon is different every month. They are managing the moment of truth when a customer reviews their invoice.
It’s not uncommon for the financial controller to share the cartoon with others in the office. And so, the cartoon creates a favourable feeling towards the supplier - who knows, they may even get paid sooner too.
How can you apply this to your moments of truth and make them more magical?
Customer care is a moving target.
Be very careful and cautious of under-estimating or second-guessing your customer’s expectations.
Click here to avoid being complacent and review your moments of truth regularly with your people
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Subject: How to make your profits take off through caring customer contact...
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You’ll receive these 4-page reports from us from time to time; we hope you find them useful; and we hope you put them to work too. If you do we’d love to hear about it.
Caring customer contact...
Wouldn’t it be great if you were able to generate greater sales and profits with the help of your customers? Even better if you increase profits without spending another penny on sales and marketing!
Here's a bitesize business breakthrough to help you focus on delivering a magical customer experience. When you do, you'll improve profits because these same customers buy again, buy more, and buy more often. They also tend to recommend you to their friends and colleagues.
Business Bitesize in a nutshell...
Your customer care contact programme determines your customer experience. Your customer experience determines the success of your business.
Here's a proven solution for you...
Focus your energy, your people and your systems on delivering a memorable customer experience. Create magical moments to help create loyal customers who end up buying more, more often, and recommend others to buy too.
Email to go with Blog 1
Headline: Time to put your customers first – your business is at risk if you don’t…
Subheading: How well do you think you treat your customers?
How are your customers feeling about you and your business today?
Looked after, listened too and valued or ignored and taken for granted?
It’s a simple fact that when you improve how you treat your customers you improve the profits of your business.
In this latest blog you’ll learn how to create moments of magic for your customers…
Go here to read the blog and download the Business Bitesize ‘Caring Customer Contact’.
Email to go with Blog 2
Headline: Identify the 15 magic seconds in your customer experience and you can keep them coming back for more…
Subheading: Time to focus on the 15 seconds you have to leave a good impression with your customers
It takes 15 seconds to make a good or a bad impression…
So how do you use these crucial ‘moments of truth’ to prove to your customers, you are better than the competition?
In this latest blog you’ll learn how focussing on these ‘moments of truth’ transformed the success of a collapsing airline and that in just 15 seconds you can transform the future of your business.
Go here to read the blog and download the Business Bitesize ‘Caring Customer Contact’.
Email to go with Blog 3
Headline: Impress or depress a customer – what’s your approach to customer care?
Subheading: Moments of magic will make or break your business…
Do you know what your customers ‘moments of truth’ are and how to make them magic?
Those moments that make your customer remember your business and come back again and again?
In this latest blog you’ll learn that when you focus your energy and your team towards creating magical customer experiences you will create a loyal base of customers who will choose you over the competition.
Go here to read the blog and download the Business Bitesize ‘Caring Customer Contact’.
Email to go with Blog 4
Headline: Time to make customer care pay off for your business, just like it did for Pret a Manger
Subheading: Reap the financial benefit to your business of great customer care…
When you deliver a magical experience for your customers, they are more likely to buy again and recommend you to others…
In this latest blog you’ll learn how a simple gesture by Pret-a-Manger delivered a magical customer experience, as well as securing their future business.
Go here to read the blog and download the Business Bitesize ‘Caring Customer Contact’.
Email to go with Blog 5
Headline: Avoid lost profits in your business and encourage a culture of customer care…
Subheading: How highly do your team value customer care?
Are all your team on board when it comes to the care your customers receive?
If your whole team do not fully buy into the importance of customer care, then the success of any customer care initiative will fail.
In this latest blog you’ll learn the value of a culture of customer care, even in the busiest of businesses.
Go here to read the blog and download the Business Bitesize ‘Caring Customer Contact’.
Email to go with Blog 6
Headline: Here’s how to create magical moments of truth for your customers
Subheading: Do you take your customers for granted?
How involved are your team in delivering ‘moments of truth’ on behalf of your business?
When you get your team involved in delivering outstanding customer service you future proof your success.
In this latest blog you’ll learn a 5-step ‘moment of truth’ planning process guaranteed to create loyal customers.
Go here to read the blog and download the Business Bitesize ‘Caring Customer Contact’.
Email to go with Blog 7
Headline: Are you risking the success of your business by sidestepping customer care?
Subheading: How seriously do you take customer loyalty?
How much time do you and your team spend focusing on the loyalty of your customers?
Make your customers experience of your business magical and they will buy from you again and recommend you to others.
In this latest blog you’ll learn in what way the success of your business depends on the loyalty of your customers.
Go here to read the blog and download the Business Breakthrough ‘Caring Customer Contact’.
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