“
How people themselves perceive what they are doing is not a question that interests me. I mean, there are very few people who are going to look into the mirror and say, 'That person I see is a savage monster'; instead, they make up some construction that justifies what they do. If you ask the CEO of some major corporation what he does he will say, in all honesty, that he is slaving 20 hours a day to provide his customers with the best goods or services he can and creating the best possible working conditions for his employees. But then you take a look at what the corporation does, the effect of its legal structure, the vast inequalities in pay and conditions, and you see the reality is something far different.
”
”
Noam Chomsky
“
One way to improve your business is to increase its capabilities. The more capable your business is of providing value to it's customers, the more success your business will experience.
”
”
Hendrith Vanlon Smith Jr.
“
The best way to help your consumers with your business is to treat your employees right so they give better customer service, empower them so they can provide faster solutions, and to treat your vendors and partners fairly and with respect so they can continually provide the best product and services to their ability. - Strong by Kailin Gow
”
”
Kailin Gow
“
Many companies expect loyal customers without providing loyal service. This has been the visionary failure of countless corporations.
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”
Steve Maraboli
“
The first priority of the business is to add value to the customers lives, in exchange for payment.
At Mayflower-Plymouth, we're here to help your business figure this out, and to provide holistic solutions.
”
”
Hendrith Vanlon Smith Jr.
“
The goal is to have customers who appreciate the value your business is selling; and customers who are willing and able to pay for that value.
At Mayflower-Plymouth, we're here to help your business figure this out, and to provide holistic solutions.
”
”
Hendrith Vanlon Smith Jr.
“
Profit is good.
Profit motivates businesses to be:
(a) efficient - to do more with less, to consume fewer resources, to reduce and reuse waste.
(b) productive - to allow for bigger profit margins.
(c) Valuable - income, and therefore profit is only possible when we add value to our customers lives. When the value of our product or service is worth more to them than what it cost us to provide it, we profit.
”
”
Hendrith Vanlon Smith Jr.
“
Profits are a standard, not a priority. The business should price its products and services maximally above its expenses. But the priority and main focus should always be adding value to the customers lives.
At Mayflower-Plymouth, we're here to help your business figure this out, and to provide holistic solutions.
”
”
Hendrith Vanlon Smith Jr.
“
The customers should be happy, but the business should not accept mediocre profits just to make the customers happy. The relationship between business and customer should be reciprocal.
At Mayflower-Plymouth, we're here to help your business figure this out, and to provide holistic solutions.
”
”
Hendrith Vanlon Smith Jr.
“
At the end of the day, the business needs to be profitable if it's going to keep providing the products or services that the customers love. If you're a customer and you love what you're buying from a business, then you should want that business to be profitable so that you can keep on buying that stuff from them.
”
”
Hendrith Vanlon Smith Jr.
“
Profit is good.
Profit compells people to be:
(a) efficient - to do more with less, to consume fewer resources, to reduce and reuse waste.
(b) productive - to allow for bigger profit margins.
(c) Valuable - income, and therefore profit is only possible when we add value to our customers lives. When the value of our product or service is worth more to them than what it cost us to provide it, we profit.
And there’s no scarcity of possible profits. Every business should be profiting. When every business is profiting, that’s a lot of increased value going around.
”
”
Hendrith Vanlon Smith Jr.
“
In forests, there are an abundance of products and an abundance of services... and an abundance of service providers, producers and consumers. In essence, every forest is like a robust economy with a lot of profitable businesses and a lot of happy customers.
”
”
Hendrith Vanlon Smith Jr.
“
A service is a task or set of tasks performed by a business for a customer on the basis of some value provided.
”
”
Hendrith Vanlon Smith Jr.
“
In fact, sometimes customers may ask for one thing without realizing that they really need another. It’s your job to anticipate their needs and provide for them.
”
”
Oscar Auliq-Ice (Happy Customers)
“
After talking to the negotiator Jack was even angrier than he’d been the last time he’d had to speak to a customer service representative at his Internet provider
”
”
Fredrik Backman (Anxious People)
“
three questions that are fundamental to any company’s ability to create economic value: Who will we target as customers? What product or service will we offer? How will we provide this product at a profit?
”
”
Donald Sull (Simple Rules: How to Thrive in a Complex World)
“
People buy perceived value. It’s not just about having a good product or service, it’s also about making sure your potential customers perceive the value your product or service can provide them. And you do this by communicating its value effectively.
”
”
Hendrith Vanlon Smith Jr. (Business for Beginners: Getting Started)
“
Your mission statement, vision statement, core values, and service standards provide a clear focus for all while keeping your team humble and hungry. It creates that family environment in which your employees enjoy coming to work and dealing with the challenges they face each day.
”
”
Amber Hurdle (The Bombshell Business Woman: How to Become a Bold, Brave Female Entrepreneur)
“
Companies should invest in technology for efficiency because it streamlines processes, reduces operational costs, and improves productivity. Technological advancements enable businesses to stay competitive, adapt to changing market conditions, and provide better products or services to their customers.
”
”
Hendrith Vanlon Smith Jr.
“
When it first emerged, Twitter was widely derided as a frivolous distraction that was mostly good for telling your friends what you had for breakfast. Now it is being used to organize and share news about the Iranian political protests, to provide customer support for large corporations, to share interesting news items, and a thousand other applications that did not occur to the founders when they dreamed up the service in 2006. This is not just a case of cultural exaptation: people finding a new use for a tool designed to do something else. In Twitter's case, the users have been redesigning the tool itself. The convention of replying to another user with the @ symbol was spontaneously invented by the Twitter user base. Early Twitter users ported over a convention from the IRC messaging platform and began grouping a topic or event by the "hash-tag" as in "#30Rock" or "inauguration." The ability to search a live stream of tweets - which is likely to prove crucial to Twitter's ultimate business model, thanks to its advertising potential - was developed by another start-up altogether. Thanks to these innovations, following a live feed of tweets about an event - political debates or Lost episodes - has become a central part of the Twitter experience. But for the first year of Twitter's existence, that mode of interaction would have been technically impossible using Twitter. It's like inventing a toaster oven and then looking around a year later and discovering that all your customers have, on their own, figured out a way to turn it into a microwave.
”
”
Steven Johnson (Where Good Ideas Come From: The Natural History of Innovation)
“
We need to focus not only on what we provide to the customer, but on how we provide it.
”
”
Robert Bacal (Perfect Phrases for Customer Service (Perfect Phrases Series))
“
There are three powerful reasons for learning to provide great customer service: greater job satisfaction, reduced stress and hassle, and enhanced job success.
”
”
Robert Bacal (Perfect Phrases for Customer Service (Perfect Phrases Series))
“
the measure of your success is the level of service you provide and the total satisfaction of your customers.
”
”
Ron Kaufman (UP! Your Service Action Steps: Strategies and Action Steps to Delight Your Customers Now!)
“
Attitude is everything, and a positive attitude goes a long way in providing excellent customer service.
”
”
Oscar Auliq-Ice (Happy Customers)
“
Partnership elasticity stretches the relationship so it can breathe, grow, and expand.
”
”
Chip R. Bell (Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions)
“
Never assume you know what your customers value or that their preferences will remain static.
”
”
Chip R. Bell (Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions)
“
Remember, a great conversation with a customer is not debate practice. Be a learner, not an interrogator.
”
”
Chip R. Bell (Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions)
“
The opportunity to co-create is a gift you give your customer as a way to summon their imagination.
”
”
Chip R. Bell (Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions)
“
Access to inside your customer’s imagination comes with learning and discovering together, out loud.
”
”
Chip R. Bell (Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions)
“
In the world of innovation, wacky wins; logical loses.
”
”
Chip R. Bell (Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions)
“
5. The Model Will Provide a Uniformly Predictable Service to the Customer
”
”
Michael E. Gerber (The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It)
“
Deep inside every customer is a treasure trove of half-baked ideas, creative capacity, and ingenuity-in-the-raw.
”
”
Chip R. Bell (Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions)
“
Curiosity is the secret map to accessing and mining your customer’s imagination.
”
”
Chip R. Bell (Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions)
“
Be absorbed in what your customer is saying; be inspired by what your customer is meaning.
”
”
Chip R. Bell (Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions)
“
The main element you cannot delegate to your cloud service provider is your responsibility for security, compliance and customer trust.
”
”
Stephane Nappo
“
What is the use of beauty in woman? Provided a woman is physically well made and capable of bearing children, she will always be good enough in the opinion of economists.
What is the use of music? -- of painting? Who would be fool enough nowadays to prefer Mozart to Carrel, Michael Angelo to the inventor of white mustard?
There is nothing really beautiful save what is of no possible use. Everything useful is ugly, for it expresses a need, and man's needs are low and disgusting, like his own poor, wretched nature. The most useful place in a house is the water-closet.
For my part, saving these gentry's presence, I am of those to whom superfluities are necessaries, and I am fond of things and people in inverse ratio to the service they render me. I prefer a Chinese vase with its mandarins and dragons, which is perfectly useless to me, to a utensil which I do use, and the particular talent of mine which I set most store by is that which enables me not to guess logogriphs and charades. I would very willingly renounce my rights as a Frenchman and a citizen for the sight of an undoubted painting by Raphael, or of a beautiful nude woman, -- Princess Borghese, for instance, when she posed for Canova, or Julia Grisi when she is entering her bath. I would most willingly consent to the return of that cannibal, Charles X., if he brought me, from his residence in Bohemia, a case of Tokai or Johannisberg; and the electoral laws would be quite liberal enough, to my mind, were some of our streets broader and some other things less broad. Though I am not a dilettante, I prefer the sound of a poor fiddle and tambourines to that of the Speaker's bell. I would sell my breeches for a ring, and my bread for jam. The occupation which best befits civilized man seems to me to be idleness or analytically smoking a pipe or cigar. I think highly of those who play skittles, and also of those who write verse. You may perceive that my principles are not utilitarian, and that I shall never be the editor of a virtuous paper, unless I am converted, which would be very comical.
Instead of founding a Monthyon prize for the reward of virtue, I would rather bestow -- like Sardanapalus, that great, misunderstood philosopher -- a large reward to him who should invent a new pleasure; for to me enjoyment seems to be the end of life and the only useful thing on this earth. God willed it to be so, for he created women, perfumes, light, lovely flowers, good wine, spirited horses, lapdogs, and Angora cats; for He did not say to his angels, 'Be virtuous,' but, 'Love,' and gave us lips more sensitive than the rest of the skin that we might kiss women, eyes looking upward that we might behold the light, a subtile sense of smell that we might breathe in the soul of the flowers, muscular limbs that we might press the flanks of stallions and fly swift as thought without railway or steam-kettle, delicate hands that we might stroke the long heads of greyhounds, the velvety fur of cats, and the polished shoulder of not very virtuous creatures, and, finally, granted to us alone the triple and glorious privilege of drinking without being thirsty, striking fire, and making love in all seasons, whereby we are very much more distinguished from brutes than by the custom of reading newspapers and framing constitutions.
”
”
Théophile Gautier (Mademoiselle de Maupin)
“
Behold Lucius I am come, thy weeping and prayers hath mooved mee to succour thee. I am she that is the naturall mother of all things, mistresse and governesse of all the Elements, the initiall progeny of worlds, chiefe of powers divine, Queene of heaven! the principall of the Gods celestiall, the light of the goddesses: at my will the planets of the ayre, the wholesome winds of the Seas, and the silences of hell be diposed; my name, my divinity is adored throughout all the world in divers manners, in variable customes and in many names, for the Phrygians call me the mother of the Gods: the Athenians, Minerva: the Cyprians, Venus: the Candians, Diana: the Sicilians Proserpina: the Eleusians, Ceres: some Juno, other Bellona, other Hecate: and principally the Aethiopians which dwell in the Orient, and the Aegyptians which are excellent in all kind of ancient doctrine, and by their proper ceremonies accustome to worship mee, doe call mee Queene Isis. Behold I am come to take pitty of thy fortune and tribulation, behold I am present to favour and ayd thee, leave off thy weeping and lamentation, put away all thy sorrow, for behold the healthfull day which is ordained by my providence, therefore be ready to attend to my commandement. This day which shall come after this night, is dedicated to my service, by an eternall religion, my Priests and Ministers doe accustome after the tempests of the Sea, be ceased, to offer in my name a new ship as a first fruit of my Navigation.
”
”
Apuleius (The Golden Asse)
“
In plain words, pricing this way means you are providing a service at just above what it costs for you to stay above water. We are not trying to stay barely above water. We are trying to make egregious amounts of money that will have your relatives asking if what you are doing is legal. Again, we are not trying to get the most customers. We are trying to make the most money.
”
”
Alex Hormozi ($100M Offers: How To Make Offers So Good People Feel Stupid Saying No)
“
A slap is a high-five to a face. People are so selfish these days that they could really benefit from that kind of support. Here on my duck farm, I provide that service to select customers for FREE.
”
”
Jarod Kintz (Music is fluid, and my saxophone overflows when my ducks slosh in the sounds I make in elevators.)
“
Scarlet goes on to explain what the various tiers mean, and what services she provides to her members, and about how some of her online customers go on to visit her in real life, or IRL, as she calls it.
”
”
Fiona Mozley (Hot Stew)
“
Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.
”
”
Oscar Auliq-Ice (Happy Customers)
“
It’s okay, Mara,” said Dr. Cross, leaning in close. “Corporations want a society where people have access to the best services. That’s how we provide customer service and remain profitable so we can continue to expand and develop. You won’t need your braces anymore.
”
”
Nick Cole (CTRL ALT Revolt! (Soda Pop Soldier, #0.5))
“
And so, at a December 1981 meeting, Contra leaders, whom Reagan referred to as the “moral equivalent of the Founding Fathers,” floated the idea that trafficking cocaine into California would provide enough profits to arm and train the anti-Sandinista guerrillas.108 With most of the network already established, the plan was rather straightforward: There were the Medellín and Cali cartels in Colombia; the airports and money laundering in Panama run by President Manuel Noriega; the well-known lack of radar detection that made landing strips in Costa Rica prime transport depots; and weapons and drug warehouses at Ilopango air base outside San Salvador. The problem had been U.S. law enforcement guarding key entry points into a lucrative market. But with the CIA and the National Security Council now ready to run interference and keep the FBI, the U.S. Customs Service,
”
”
Carol Anderson (White Rage: The Unspoken Truth of Our Racial Divide)
“
When you have a business and people in a business that are feeling fulfilled because they're adding value to other peoples lives and they're making money because of that- you've got a win win win win win win situation - everybody's winning. Customers and clients are winning because their lives are improving with the services or products that the business provides them. Business managers owners and employees are winning because they're receiving compensation and a sense of fulfillment for the value they add. And because these two groups of people are winning, society as a whole is winning.
”
”
Hendrith Vanlon Smith Jr.
“
Serving the customer (“customer service”) is not becoming a personal concierge and catering to their every whim and want. Customer service is providing an excellent product at an acceptable price and solving legitimate problems (lost packages, replacements, refunds, etc.) in the fastest manner possible. That’s it.
”
”
Timothy Ferriss (The 4-Hour Work Week: Escape the 9-5, Live Anywhere and Join the New Rich)
“
In business, the market is changing so rapidly that many products and services that successfully met consumer tastes and needs a few years ago are obsolete today. Proactive powerful leadership must constantly monitor environmental change, particularly customer buying habits and motives, and provide the force necessary to organize resources in the right direction.
”
”
Stephen R. Covey (The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change)
“
BIG BUTS: 5 OBSTACLES TO PROVIDING GREAT SERVICE Key Points: There are five reasons businesses and organizations do not answer every complaint, in every channel, every time. Each of these obstacles must be overcome to hug your haters effectively: There are too many channels. There is too much feedback. You take complaints personally. You fear getting scammed. You don’t have a customer service culture.
”
”
Jay Baer (Hug Your Haters: How to Embrace Complaints and Keep Your Customers)
“
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Bruce's Air Conditioning
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The shareholders who own the businesses in this book have other, nonfinancial priorities in addition to their financial objectives. Not that they don’t want to earn a good return on their investment, but it’s not their only goal, or even necessarily their paramount goal. They’re also interested in being great at what they do, creating a great place to work, providing great service to customers, having great relationships with their suppliers, making great contributions to the communities they live and work in, and finding great ways to lead their lives. They’ve learned, moreover, that to excel in all those things, they have to keep ownership and control inside the company and, in many cases, place significant limits on how much and how fast they grow. The wealth they’ve created, though substantial, has been a byproduct of success in these other areas. I call them small giants.
”
”
Bo Burlingham (Small Giants: Companies That Choose to be Great Instead of Big)
“
In any traditional empire, the purpose of government was not to guide or provide services for the population but to tax them. It did not usually attempt to interfere with the social customs or religious beliefs of its subjects. Rather, a government was set up to take whatever it could from its peasants and prevent other aristocrats from getting their surplus, so warfare- to conquer, expand, or maintain the tax base- was essential to these states.
”
”
Karen Armstrong (Fields of Blood: Religion and the History of Violence)
“
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I am not sure who started this chicken-and-egg problem, but as we consumers encounter offensive service, we become angrier and tend to take it out on the next service provider—whether or not he or she is responsible for our bad experience. The people receiving our emotional outbursts then go on to serve other customers, but because they are in a worse mood themselves, they aren’t in a position to be courteous and polite. And so goes the carousel of annoyance, frustration, and revenge in an ever-escalating cycle.
”
”
Dan Ariely (The Upside of Irrationality: The Unexpected Benefits of Defying Logic at Work and at Home)
“
understand that there are rules to follow if you are to win: 1. The model will provide consistent value to your customers, employees, suppliers, and lenders, beyond what they expect. 2. The model will be operated by people with the lowest possible level of skill. 3. The model will stand out as a place of impeccable order. 4. All work in the model will be documented in Operations Manuals. 5. The model will provide a uniformly predictable service to the customer. 6. The model will utilize a uniform color, dress, and facilities code.
”
”
Michael E. Gerber (The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It)
“
many of these giants seem to have adopted the business model of “attention merchants.”2 They capture our attention by providing us with free information, services, and entertainment, and they then resell our attention to advertisers. Yet the data giants probably aim far higher than any previous attention merchant. Their true business isn’t to sell advertisements at all. Rather, by capturing our attention they manage to accumulate immense amounts of data about us, which is worth more than any advertising revenue. We aren’t their customers—we are their product.
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Yuval Noah Harari (21 Lessons for the 21st Century)
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Sovereign Individuals will no longer merely accede to what is imposed upon them as human resources of the state. Millions will shed the obligations of citizenship to become customers for the useful services governments provide. Indeed, they will create and patronize parallel institutions that will place most of the services associated with citizenship on an entirely commercial basis. For most of the twentieth century, the productive have been treated as assets by the state, in much the way that the dairy farmer treats milk cows. They have been squeezed ever more vigorously. Now the cows will sprout wings.
”
”
William Rees-Mogg (The Sovereign Individual: Mastering the Transition to the Information Age)
“
The race to obtain the data is already on, headed by data-giants such as Google, Facebook, Baidu and Tencent. So far, many of these giants seem to have adopted the business model of ‘attention merchants’.2 They capture our attention by providing us with free information, services and entertainment, and they then resell our attention to advertisers. Yet the data-giants probably aim far higher than any previous attention merchant. Their true business isn’t to sell advertisements at all. Rather, by capturing our attention they manage to accumulate immense amounts of data about us, which is worth more than any advertising revenue. We aren’t their customers – we are their product.
”
”
Yuval Noah Harari (21 Lessons for the 21st Century)
“
if consumer demand should increase for the goods or services of any private business, the private firm is delighted; it woos and welcomes the new business and expands its operations eagerly to fill the new orders. Government, in contrast, generally meets this situation by sourly urging or even ordering consumers to “buy” less, and allows shortages to develop, along with deterioration in the quality of its service. Thus, the increased consumer use of government streets in the cities is met by aggravated traffic congestion and by continuing denunciations and threats against people who drive their own cars. The New York City administration, for example, is continually threatening to outlaw the use of private cars in Manhattan, where congestion has been most troublesome. It is only government, of course, that would ever think of bludgeoning consumers in this way; it is only government that has the audacity to “solve” traffic congestion by forcing private cars (or trucks or taxis or whatever) off the road. According to this principle, of course, the “ideal” solution to traffic congestion is simply to outlaw all vehicles! But this sort of attitude toward the consumer is not confined to traffic on the streets. New York City, for example, has suffered periodically from a water “shortage.” Here is a situation where, for many years, the city government has had a compulsory monopoly of the supply of water to its citizens. Failing to supply enough water, and failing to price that water in such a way as to clear the market, to equate supply and demand (which private enterprise does automatically), New York’s response to water shortages has always been to blame not itself, but the consumer, whose sin has been to use “too much” water. The city administration could only react by outlawing the sprinkling of lawns, restricting use of water, and demanding that people drink less water. In this way, government transfers its own failings to the scapegoat user, who is threatened and bludgeoned instead of being served well and efficiently. There has been similar response by government to the ever-accelerating crime problem in New York City. Instead of providing efficient police protection, the city’s reaction has been to force the innocent citizen to stay out of crime-prone areas. Thus, after Central Park in Manhattan became a notorious center for muggings and other crime in the night hours, New York City’s “solution” to the problem was to impose a curfew, banning use of the park in those hours. In short, if an innocent citizen wants to stay in Central Park at night, it is he who is arrested for disobeying the curfew; it is, of course, easier to arrest him than to rid the park of crime. In short, while the long-held motto of private enterprise is that “the customer is always right,” the implicit maxim of government operation is that the customer is always to be blamed.
”
”
Murray N. Rothbard (For a New Liberty: The Libertarian Manifesto (LvMI))
“
THE CUSTOMER JOURNEY CANVAS At the online touchpoint of the book we provide you with a canvas developed to support you when designing services. You can use it not only for yourself to get a quick overview of certain service processes, but also with providers for a self-portrayal and with customers and other stakeholders to explore and evaluate services. Besides visually simplifying existing services, you can also use it to sketch service improvements and innovations. It supports many of the tools presented later in this book. The Customer Journey Canvas is available under cc license on our website. Try it, adapt or modify it, take a snapshot and share how you use the canvas through our website. Watch out for service design thinking! NOTE:
”
”
Marc Stickdorn (This is Service Design Thinking: Basics - Tools - Cases)
“
Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company 1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top. 2. Make WOW a verb that is part of your company’s everyday vocabulary. 3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare. 4. Realize that it’s okay to fire customers who are insatiable or abuse your employees. 5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts. 6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well. 7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize. 8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company. 9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.
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Tony Hsieh (Delivering Happiness: A Path to Profits, Passion, and Purpose)
“
If close local control and supervision of operations is essential to success the small firm may have an edge. In some industries, particularly services like nightclubs and eating places, an intense amount of close, personal supervision seems to be required. Absentee management works less effectively in such businesses, as a general rule, than an owner-manager who maintains close control over a relatively small operation.1 Smaller firms are often more efficient where personal service is the key to the business. The quality of personal service and the customer’s perception that individualized, responsive service is being provided often seem to decline with the size of the firm once a threshold is reached. This factor seems to lead to fragmentation in such industries as beauty care and consulting.
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Michael E. Porter (Competitive Strategy: Techniques for Analyzing Industries and Competitors)
“
14 Ways to Become an Incredible Listener
1. Be present and provide your undivided attention.
2. Seek first to understand, then to be understood.
3. Listen attentively and respond appropriately.
4. Minimize or eliminate distractions.
5. Focus your attention and energy with singleness of purpose on what the other person is saying.
6. Quiet your mind and suspend your thoughts to make room in your head to hear what is said—in the moment!
7. Ask questions and demonstrate empathy.
8. Use your body language and nonverbal cues constructively and pay attention to theirs.
9. Follow the rhythm of their speech; hear their tone.
10. Repeat and summarize what you have heard them say to confirm understanding.
11. Be open-minded and non-defensive.
12. Respond rather than react.
13. Be respectful, calm, and positive.
14. Try to resolve conflicts, not win them.
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Susan C. Young (The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact(The Art of First Impressions for Positive Impact, #5))
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By treating patients like customers, as nurse Amy Bozeman pointed out in a Scrubs magazine article, hospitals succumb to the ingrained cultural notion that the customer is always right. “Now we are told as nurses that our patients are customers, and that we need to provide excellent service so they will maintain loyalty to our hospitals,” Bozeman wrote. “The patient is NOT always right. They just don’t have the knowledge and training.” Some hospitals have hired “customer service representatives,” but empowering these nonmedical employees to pander to patients’ whims can backfire. Comfort is not always the same thing as healthcare. As Bozeman suggested, when representatives give warm blankets to feverish patients or complimentary milk shakes to patients who are not supposed to eat, and nurses take them away, patients are not going to give high marks to the nurses.
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Alexandra Robbins (The Nurses: A Year of Secrets, Drama, and Miracles with the Heroes of the Hospital)
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I want to make sure we understand in this reminder what duʿā’ is not? Duʿā’ is not placing an order at a restaurant. Duʿā’ is not placing an order for a product. When you place an order, you pay something and you get what you expected. You place an order for French fries; you’re not supposed to get a burger. You’re supposed to get French fries. When you place an order for a laptop, you’re not supposed to get a phone in the mail. You get what you ordered, and when you order something you obviously pay for it. You paid for it, so you’re expecting what you paid for. When you and I make duʿā’, we pay nothing. We pay nothing. When you pay nothing, then you have no expectations, you have no right to complain about what you get. You don’t get to say, ‘Hey! Wait, I asked for a hundred on my exam. I made duʿā’ last night. I still got a forty. What is this Allah? I placed the right order!’ You and I don’t get to do that. Allah is not here to serve you and me as customers. We’re used to customer service in this world. We are used to it so much that we think the way we are going to deal with Allah, is the same. Some of the young people today; unfortunately, their relationship with their parents has become like their parents are supposed to provide them customer service. ‘Mum, I asked you to buy me Grand Theft Auto! How come you didn’t get it yet?’, ‘I told you I’m going to do my homework!’ Like your homework is payment or something, right? Because we feel so entitled all the time, we bring this entitled attitude when we turn to Allah and we make duʿā’ to Him. ‘Yā Allāh, heal me.’ ‘Yā Allāh, get me a promotion.’ ‘Yā Allāh, do this for me or do that for me.’ And it doesn’t happen; and you’re like: ‘Forget this, I don’t need prayer. I even took the time out to pray and He didn’t give!
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Nouman Ali Khan (Revive Your Heart: Putting Life in Perspective)
“
If congestion occurs on the free-market transportation network, the response is likely to resemble what accompanies “excess demand” for any other good or service: the businessman does not rest day or night until he provides the extra services the market is clamoring for. (We again abstract from the possibility of price increases.) The ice cream shop with long lines of people waiting for admission hires additional workers as soon as possible; the economist who “suffers” from the “congestion” of large numbers of people clamoring to engage him as a consultant hires more staff or expands output in whatever way seems appropriate to him. Throughout the private economy “congestion” is looked upon as a golden opportunity for expansion of output, sales, and profits. It is only in the public sector that the customer clamoring for additional service is looked at askance,33 blamed, excoriated, and told to desist in his efforts.
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Walter Block (The Privatization of Roads and Highways: Human and Economic Factors (LvMI))
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Services are a series of interactions between customers and the service system through many different touchpoints during the customer journey. As the sole way that customers relate to your services, you would think that interactions would be centre stage for all service providers. So, why are so many services so bad? When Demos, a UK think tank, talk of a fundamental disconnection between services and people, one of the main reasons they give is the poor consideration of the interactions between the service provider and the customer – the interaction design. To value your customer, you need to spend some time understanding the interactions they have with your service, and that means two things. Firstly, viewing your service through the customers’ eyes, and secondly, designing in such a way that customers receive consistent experiences over time which they consider valuable. It’s strange, but repeatedly we see companies ignoring both of these aspects, with the consequence that customers feel ignored and value is lost. One
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Marc Stickdorn (This is Service Design Thinking: Basics - Tools - Cases)
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Banks were once an extremely valuable part of the economy and did a lot of good in advancing civilization. Banks played a pivotal role in financing big projects like roads, bridges, factories, stadiums, etc. Banks were to the economy what the heart is to the human body. But that has ended.
Traditional banks have become extra toxic entities in the economy. It’s partially the fault of excessive government regulations that have made everything dysfunctional and it’s partially the fault of greedy bankers putting profits above customers and shareholders above society... But nonetheless, banks today offer very little benefit to their clients. They pay barely anything in interest. They offer barely anything in growth. They move money too slowly. They’re too restrictive. They’re selling the same boring products and services they did a hundred years ago. And they have too much power over peoples accounts. Soon, the many new companies and applications that emerge on the Ethereum infrastructure will eliminate the need for traditional banks and eliminate their value proposition by providing people with superior value. Everything from growth to asset management to lending can be done even better on the Ethereum infrastructure by anyone.
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Hendrith Vanlon Smith Jr.
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President and Chief Operating Officer (COO), accountable for the overall achievement of the Strategic Objective and reporting to the SHAREHOLDERS who include, on an equal basis, Jack and Murray. • Vice-President/Marketing, accountable for finding customers and finding new ways to provide customers with the satisfactions they derive from widgets, at lower cost, and with greater ease, and reporting to the COO. • Vice-President/Operations, accountable for keeping customers by delivering to them what is promised by Marketing, and for discovering new ways of assembling widgets, at lower cost, and with greater efficiency so as to provide the customer with better service, reporting to the COO. • Vice-President/Finance, accountable for supporting both Marketing and Operations in the fulfillment of their accountabilities by achieving the company’s profitability standards, and by securing capital whenever it’s needed, and at the best rates, also reporting to the COO. • Reporting to the Vice-President/Marketing are two positions: Sales Manager and Advertising/Research Manager. • Reporting to the Vice-President/Operations are three positions: Production Manager, Service Manager, and Facilities Manager. • Reporting to the Vice-President/Finance are two positions: Accounts Receivable Manager and Accounts Payable Manager.
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Michael E. Gerber (The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It)
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Different form, same function. Many companies that create blue oceans attract customers from other industries who use a product or service that performs the same function or bears the same core utility as the new one but takes a very different physical form. In the case of Ford’s Model T, Ford looked to the horse-drawn carriage. The horse-drawn carriage had the same core utility as the car: transportation for individuals and families. But it had a very different form: a live animal versus a machine. Ford effectively converted the majority of noncustomers of the auto industry, namely customers of horse-drawn carriages, into customers of its own blue ocean by pricing its Model T against horse-drawn carriages and not the cars of other automakers. In the case of the school lunch catering industry, raising this question led to an interesting insight. Suddenly those parents who make their children’s lunches came into the equation. For many children, parents had the same function: making their child’s lunch. But they had a very different form: mom or dad versus a lunch line in the cafeteria. Different form and function, same objective. Some companies lure customers from even further away. Cirque du Soleil, for example, has diverted customers from a wide range of evening activities. Its growth came in part through drawing people away from other activities that differed in both form and function. For example, bars and restaurants have few physical features in common with a circus. They also serve a distinct function by providing conversational and gastronomical pleasure, a very different experience from the visual entertainment that a circus offers. Yet despite these differences in form and function, people have the same objective in undertaking these three activities: to enjoy a night out.
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W. Chan Kim (Blue Ocean Strategy, Expanded Edition: How to Create Uncontested Market Space and Make the Competition Irrelevant)
“
Patrick Vlaskovits, who was part of the initial conversation that the term “growth hacker” came out of, put it well: “The more innovative your product is, the more likely you will have to find new and novel ways to get at your customers.”12 For example: 1. You can create the aura of exclusivity with an invite-only feature (as Mailbox did). 2. You can create hundreds of fake profiles to make your service look more popular and active than it actually is—nothing draws a crowd like a crowd (as reddit did in its early days). 3. You can target a single service or platform and cater to it exclusively—essentially piggybacking off or even stealing someone else’s growth (as PayPal did with eBay). 4. You can launch for just a small group of people, own that market, and then move from host to host until your product spreads like a virus (which is what Facebook did by starting in colleges—first at Harvard—before taking on the rest of the population). 5. You can host cool events and drive your first users through the system manually (as Myspace, Yelp, and Udemy all did). 6. You can absolutely dominate the App Store because your product provides totally new features that everyone is dying for (which is what Instagram did—twenty-five thousand downloads on its first day—and later Snapchat). 7. You can bring on influential advisors and investors for their valuable audience and fame rather than their money (as About.me and Trippy did—a move that many start-ups have emulated). 8. You can set up a special sub-domain on your e-commerce site where a percentage of every purchase users make goes to a charity of their choice (which is what Amazon did with Smile.Amazon.com this year to great success, proving that even a successful company can find little growth hacks). 9. You can try to name a Planned Parenthood clinic after your client or pay D-list celebrities to say offensive things about themselves to get all sorts of publicity that promotes your book (OK, those stunts were mine).
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Ryan Holiday (Growth Hacker Marketing: A Primer on the Future of PR, Marketing, and Advertising)
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Besides Software Development many other web solutions like web hosting, web development and website designing services have great demand in the market also therefore, Software Companies have started offering all these services along with software development. Software Industry is flooded with various software companies which are also Website Development Company in Lucknow offering various web based services but it is required by you to choose wisely which company to choose to help your business sustain successfully in long run and stay ahead of its competitors in the market. The company is choosen such that which provide good quality software’s in affordable price.
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In the future that globalists and feminists have imagined, for most of us there will only be more clerkdom and masturbation. There will only be more apologizing, more submission, more asking for permission to be men. There will only be more examinations, more certifications, mandatory prerequisites, screening processes, background checks, personality tests, and politicized diagnoses. There will only be more medication. There will be more presenting the secretary with a cup of your own warm urine. There will be mandatory morning stretches and video safety presentations and sign-off sheets for your file. There will be more helmets and goggles and harnesses and bright orange vests with reflective tape. There can only be more counseling and sensitivity training. There will be more administrative hoops to jump through to start your own business and keep it running. There will be more mandatory insurance policies. There will definitely be more taxes. There will probably be more Byzantine sexual harassment laws and corporate policies and more ways for women and protected identity groups to accuse you of misconduct. There will be more micro-managed living, pettier regulations, heavier fines, and harsher penalties. There will be more ways to run afoul of the law and more ways for society to maintain its pleasant illusions by sweeping you under the rug. In 2009 there were almost five times more men either on parole or serving prison terms in the United States than were actively serving in all of the armed forces.[64] If you’re a good boy and you follow the rules, if you learn how to speak passively and inoffensively, if you can convince some other poor sleepwalking sap that you are possessed with an almost unhealthy desire to provide outstanding customer service or increase operational efficiency through the improvement of internal processes and effective organizational communication, if you can say stupid shit like that without laughing, if your record checks out and your pee smells right—you can get yourself a J-O-B. Maybe you can be the guy who administers the test or authorizes the insurance policy. Maybe you can be the guy who helps make some soulless global corporation a little more money. Maybe you can get a pat on the head for coming up with the bright idea to put a bunch of other guys out of work and outsource their boring jobs to guys in some other place who are willing to work longer hours for less money. Whatever you do, no matter what people say, no matter how many team-building activities you attend or how many birthday cards you get from someone’s secretary, you will know that you are a completely replaceable unit of labor in the big scheme of things.
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Jack Donovan (The Way of Men)
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Chip Heath (The Power of Moments: Why Certain Moments Have Extraordinary Impact)
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The reward for serving customers well is not only repeat business, but recommendation of your services to other people, and that cannot be inherited or bought, it is earned by reminding them about your existence and providing timely solutions to their problems not becoming one of their problems.
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Shahenshah Hafeez Khan
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What is the Internet’s role as a channel of distribution? The Internet can be a great way to sell product. The Internet has four functions as a channel of customer communication, called the Four C’s of Internet marketing. The “commerce” function of a Web site allows for sales, but more importantly it provides a 24/7 storefront to fit the customer’s schedule to shop, browse, and compare product offerings. The “content” of your Web site is an extension of the product. It can provide additional support and value, and if it is compelling, it can attract new prospects. iTunes.com provides music for the Apple’s iPod player; it sold over 10 billion songs by 2010. Your site can provide “customer care” by allowing customers to access their accounts, check on deliveries, and get answers to frequently asked questions (FAQs). This pleases customers and also reduces a manufacturer’s cost of live customer service. And lastly, Web sites also “convert leads” from your Internet and other marketing efforts, such as television, radio, sales promotions, and public relations.
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Steven Silbiger (The Ten-Day MBA: A Step-By-Step Guide to Mastering the Skills Taught in America's Top Business Schools)
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Bea Johnson (Zero Waste Home: The Ultimate Guide to Simplifying Your Life by Reducing Your Waste (A Simple Guide to Sustainable Living))
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In the fast-phased technological world, it becomes utmost important to rely on a custom software development company that provides the right medium to achieve productive results of exceptional quality. With a view to helping businesses, Aezion has been providing custom software solutions that are known to assist operational and long-term organizational needs of software services in Dallas. With years of experience in providing custom software services, we stand as partners to ensure that the product development lifecycle goes through a smooth phase with no challenges to derive complete satisfaction.
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In this, the Age of Overload, the service that marketing provides is to make the decision process easier for the customer, every step of the way. SECRET Your new function is decision easification, which means easing the burden of the decision process in this overloaded world.
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George Silverman (The Secrets of Word-of-Mouth Marketing: How to Trigger Exponential Sales Through Runaway Word of Mouth)
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Realize that your product is a valuable gift to your customers and that you are providing the noble service of helping them see that value.
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George Silverman (The Secrets of Word-of-Mouth Marketing: How to Trigger Exponential Sales Through Runaway Word of Mouth)
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Clayton M. Christensen (Competing Against Luck: The Story of Innovation and Customer Choice)
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Over the years, I’ve come to the conclusion that good theory is what has been missing in the discussions about how companies can create successful innovations. Is innovation truly a crapshoot? Or is innovation difficult because we don’t know what causes it to succeed? I’ve watched so many smart, capable managers wrestle with all kinds of innovation challenges and nagging questions, but seldom the most fundamental one: What causes a customer to purchase and use a particular product or service? We believe Jobs Theory, at last, provides an answer.
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Clayton M. Christensen (Competing Against Luck: The Story of Innovation and Customer Choice)
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Clayton M. Christensen (Competing Against Luck: The Story of Innovation and Customer Choice)