Here’s a recent post I did on tompeters.com, claiming that customer service is not enough to differentiate a company. Do you agree?
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In addition to writing, I spend most of my work time helping companies unleash their potential by creating better connections with their customers. This happens through my speaking events and through Yastrow & Company consulting engagements, where my team and I help companies figure out who they intend to be in the future, and then engage the entire company in creating that future through strong "We" customer relationships.
Before starting Yastrow & Company in the mid-90s I was vice-president of resort marketing for Hyatt Hotels. My experiences in the hotel business showed me clearly that most marketing doesn’t happen in the marketing department. Customers are paying attention to all interactions with a company, not just the promises made in traditional "marketing communications."
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Fantastic. I love that subtle but powerful distinction between service and relationships. Good enough, or great, we and our employees can make that choice in every exchange.
The payment situation is also conducive to spending more than you’d planned, because rather than seeing what you’ve bought all in one cart and, at the last minute, removing that one container of berries or piece of cheese that would really put things over the top, it’s only at the end of the trip, when you compare how much money you had on you with how much you’ve spent, that you get your total ‘receipt’ for the day. ,