Tag: Customer

Disney Customer Service architecture

Profoundly simple insight. Simply profound insight.

As a leader, is everyone in your organization crystal clear on your Customer Service architecture?

When everyone is crystal clear, Magic happens – it’s called “the wow-factor”.

Disney Customer Service architecture, the outline:

  1. Goal
  2. Tool kit
  3. Reason why
  4. Leadership self-check

Disney Customer Service architecture, summary:

  1. The Bullseye of every interaction
  2. A 360-degree customer analysis
  3. A Unifying Purpose
  4. Are you a thermometer or a thermostat?

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Try your best to see it through them

Could be the replacement photo for the podcast start… Time will tell.

Try your best to see your product or service through the eyes of the customer.

Be present, if you can, the same way you would be present for your child if they had a big problem – like losing their beloved teddy bear.

To you it’s just a plush toy that can be replaced for a few dollars. For them it’s their very best friend in the whole world.

Reflecting on this has me wondering if i am truly present to see my client’s biggest challenges through my client’s eyes.

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Four against one and they lost

Disney legacy Award
The comment by Jeff is not me. Pretty sure it is J. Jeff Kober, former Disney Cast Member, Disney Author, consultant, and Founder of Disney At Work.

Best Buy last night for one wifi lightbulb. Easy peasy. Get up to the front of the checkout que easily because it was empty. Four cashiers at the registers.

i waited to be called by one of them.

Crickets.

It was fascinating.

When i was finally called, the cashier kept talking with the cashier next to him, as if i wasn’t there.

Seriously, this fascinated me so much that i remarked about how four cashiers with no customers in front of them and i had to wait.

Gave a free customer service riff in hopes it will help them up their customer service game.

Not unhappy nor disappointed, but definitely pointed.

Son, wake ups calls, of any duration or magnitude are gifts. In the choice to be grateful or angry, choose grateful.

PS. i wrote you a book and published it in 2013…it’s the antithesis of a Mid Life Crisis wake-up call.

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Great Customer Service is driven by your architecture

Disney Speaker jeff noel question
Great customer service question.

Great Customer Service is driven by your architecture.

Your architecture is driven by systems and processes that you control.

What you control is driven by your never-ending, intentional, tireless, creative, and continuously focused efforts – efforts that the Customer only sees the tip of your architectural iceberg.

All the hard work to migrate my websites to a new hosting account is being done manually, expensively and with decent risk for intellectual property loss.

There isn’t any other option.

The customer has no idea.

And so it goes.

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Downside to world-class organizational vibrancy

Apple Store Mall at Millenia
Apple Store Mall at Millenia yesterday minutes before opening at 11am.

The downside to world-class organizational vibrancy?

None.

There’s something about world-class organizational vibrancy that attracts and retains great (loyal) employees.

Same thing happens with customers.

World-class customer service vibrancy attracts and retains great (loyal) customers.

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This website is about our WORK. To ponder today’s post about our HQ, click here.

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