“Just because you
customer’s face or the
sound of their voice
does not mean you
have a relationship.”
It doesn’t matter how you collect Customer
Intelligence. The critical piece is that you create a
system that helps you pay more attention to hearing
and obtaining your customer’s information so you
can document and follow up to demonstrate that you
are not like anyone else with whom they do business.
Personally, my Customer Intelligence Notepad is
always with my wallet, car keys and cell phone. I don’t
leave home without it, so I can learn more about
F.O.R.D. on each of my customers.
I learned about the F.O.R.D. acronym from one of
our Secret Service Agents, Mr. Don Thorpe, who lives
Secret Service in his daily life.
In The Customer Service Revolution, DiJulius points out how numerous
companies have made Customer service their biggest competitive
advantage, are dominating their industries, and have made price irrelevant.
John R. DiJulius III best-selling author, consultant, and keynote speaker,
As a result of this Customer service revolution, people are being treated
is the President of The DiJulius Group, the leading Customer experience
differently, better, and in a way like never before. This is a result of how
consulting firm in the nation. He blogs on Customer experience trends
companies and management are treating their employees and how
and best practices. Learn more about The DiJulius Group or The
employees are treating each other and the Customer—which ultimately
Secret Service Summit, America’s #1 Customer Service Conference.
permeates into people’s personal lives at home and in their communities.