Author: Franz Malten Buemann

It’s normal to feel it. It changes our careers, our dress and even the way we live our lives.

The question is: is it caused by external or internal forces?

More often than not, it’s simply something we invent. The people we imagine are busy watching and judging us might not even know we exist.

Social pressure is something we make up to simplify our decisions.

The Net Promoter System introduced in 2003 by Fred Reichheld and used widely as a key Customer Experience score has been updated to NPS 3.0 which looks at earned growth rate, which is the revenue growth generated by returning customers and their referrals. Promoters (Score 9 or 10 when saying if they would recommend the product, service, or the company) are your super fans who are usually identified as the ones who provide compliments. These super fans in turn refer new customers which impact your earnings in the current period, which begs the question of “is this a new era of customer loyalty in the post-COVID world?” https://www.youtube.com/watch?v=nElIZuoEH74 submitted by /u/CXinTheCity [link] [comments]

Listen to one musician’s track in isolation on any record (like this one) and you might be amazed at how trivial they sound. Paul McCartney, one of the great bass players, in one the great groups of all time–it sounds a bit like a school music recital.

Because we don’t listen to the tracks in isolation, because the isolation isn’t the point.

Human beings care about harmonies. About originality. About the tension that comes from the new. And we care about the dynamics between and among people who are working together.

That’s why we listen to the whole song, not one musician’s isolation track.

It’s not about the gloves.

The pointlessness of the white gloves is actually a big part of it.

Good service meets expectations. It is the fulfillment of a promise to the customer.

White glove service goes far beyond that. It is designed to surprise and delight. It creates a connection with the recipient that goes beyond a simple transaction, already paid for. It is a signal of care and respect, of gratitude and abundance.

As soon as we start to wonder if slightly smudged grey gloves are okay (“no one will notice,”) or look to others for what is acceptable, then we might as well simply do the minimum.

It’s possible your organization has just saved a ton of money by moving online–no longer paying rent, upkeep or overhead on a local sales facility. One way to replace this demonstration of stability and commitment is to invest in white glove service instead.

Because it is an investment.

It pays off in loyalty, in word of mouth and in employee satisfaction as well.

If you do it right. Which means you need to do it all the way. Or don’t bother.