Examples Of Brands’ Customer Experience Action Statements
SUCCESSFUL INNOVATION BRANDS BLOCKERS
Examples Of Brands’ Customer Experience Action Statements
FEELING CARED FOR UNLIKE ANYWHERE ELSE YOU GO
Chick-fil-A has revolutionized its industry by mastering hospitality, unlike any other quick-service restaurant. Its story is remarkable. With over 3,000 locations in the United States and over forty years of double-digit growth, Chick-fil-A is one of the best case studies for customer service consistency. Its customer experience action statement is“ To make our guests feel cared for, unlike anywhere else.” Make their guests feel cared for like no one else does. I love that. They didn’ t say,“ Make our guests feel cared for better than Burger King or McDonald’ s;” they said better than anywhere else customers go. Chick-fil-A knows it is not only competing with other fast-food restaurants. After you go to a Chick-fil-A restaurant, you don’ t drive down the street to one of its competitors. You don’ t need to, but you do go to other places, like running errands and dealing with other businesses.
CARED-FOR-METER
Chick-fil-A has a metaphoric“ cared-formeter” that it uses as a training example to demonstrate how much people need to feel cared for. It demonstrates all the different situations that are going on in its customers’ lives. Besides the personal situations, think about how often people experience subpar service in a day, constantly hearing things like“ No, we can’ t do that” and“ It’ s our policy.” During any given day, a person’ s caredfor-meter could be around a three or a four( out of ten). Then they walk into a Chick-fil-A restaurant, they are greeted with an enthusiastic smile, and they hear words like“ Certainly” and“ My pleasure.” Suddenly, their cared-for-meter spikes to a nine. Something significant happens to a person when they feel cared for. They may not realize it then, but they want that feeling again. They need that feeling again. A few days later, someone is dying for a chicken sandwich from Chick-fil-A, but it might not be only the sandwich drawing them back.
World-class service providers invest in creating their own customer experience action statement and ensuring every existing employee, franchisee, and new employee gets trained on it and can clearly articulate it. Contact us to discover the resources we offer to help companies create their unique action statement. +
JOHN DIJULIUS
John DiJulius is redefining customer service in corporate America today. He didn’ t read the books on customer service, he wrote them: Secret Service, Hidden Systems That Deliver Unforgettable Customer Service, What’ s The Secret? To Being a World Class Customer Service Organization, The Customer Service Revolution, The Best Customer Service Quotes Ever Said, and The Relationship Economy. One of the most captivating and charismatic speakers today, John’ s keynotes and workshops are used by worldclass service companies to provide unforgettable customer service every day. In his high-energy presentations, he uses powerful visuals as he discusses the 10 commandments of customer service and explains how to improve the service aptitude of employees at all levels.
As the authority on world-class customer experience, organizations across America use his philosophies and systems for creating worldclass service. He has worked with companies such as the The Ritz- Carlton, Lexus, Starbucks, Nordstrom, Panera Bread, Nestle, Marriott Hotel, PWC, National City Bank, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-a, and many more, to help them continue to raise the bar and set the standard in service that consistently exceeds customer expectations.
TheDiJuliusGroup. com
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