All-at-once-ness
http://www.refresher.com/mindfulnetwork/articlelive/articles/132/1/All-at-once-ness/Page1.html
Rick Sidorowicz
Rick Sidorowicz is the Publisher and Editor of The CEO Refresher, moderator of The Mindful Network, Minister of Culture of High Performance Retail, and Editor of 1001 Ways to Wow Your Customers. He also works with T4G Limited as a Business Strategist and Consultant developing innovative solutions for retailers and financial services organizations. His profile and contact information are @ www.ricksidorowicz.com . By Rick Sidorowicz
Published on 10/27/2008
Is it a paradox? The great acceleration to a self service economy via mobile and the web and the growing need for more full service experts at the same time? Perhaps it’s just a new model of service that employs the latest technology and good old-fashioned face-to-face great service.
It is so much easier today to gather information, compare alternatives, understand the differences, and truly appreciate the value you offer via the web, and that enables me as the customer to better make informed decisions – and that’s a wow! As a service provider, have you got your multi-channel service delivery act together?
In an earlier post – Self-limiting Service Disabilities – I recapped my adventure scoping out wheelchair access and the service delivery I encountered. My web search led me to an expert provider that responded the same day by email, and as well by phone – with a face-to-face on-site meeting the next day. And yes we did the deal three days later after a little due diligence with the associated electrical work.
Lessons learned (and values re-enforced)
Respond quickly in kind, and then promptly by voice with a view to meet face-to-face. Be an expert, provide information, offer great value, be accessible, follow-up and care – the deal is there.
If you need help with that please visit High Performance Retail .
It is so much easier today to gather information, compare alternatives, understand the differences, and truly appreciate the value you offer via the web, and that enables me as the customer to better make informed decisions – and that’s a wow! As a service provider, have you got your multi-channel service delivery act together?
In an earlier post – Self-limiting Service Disabilities – I recapped my adventure scoping out wheelchair access and the service delivery I encountered. My web search led me to an expert provider that responded the same day by email, and as well by phone – with a face-to-face on-site meeting the next day. And yes we did the deal three days later after a little due diligence with the associated electrical work.
Lessons learned (and values re-enforced)
Respond quickly in kind, and then promptly by voice with a view to meet face-to-face. Be an expert, provide information, offer great value, be accessible, follow-up and care – the deal is there.
If you need help with that please visit High Performance Retail .