“ Just because you recognize your 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 .
John DiJulius
John R . DiJulius III best-selling author , consultant , and keynote speaker , is the President of The DiJulius Group , the leading Customer experience consulting firm in the nation . He blogs on Customer experience trends and best practices . Learn more about The DiJulius Group or The Secret Service Summit , America ’ s # 1 Customer Service Conference .
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 . As a result of this Customer service revolution , people are being treated differently , better , and in a way like never before . This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer — which ultimately permeates into people ’ s personal lives at home and in their communities .
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