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The Trusted Authority - Out Care the Competition
| Guest post by: Phil Johnson |
Article Overview: And become customer obsessed. Consumers would pay 5 to 25% more to ensure a superior customer experience
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Free Download - Don't Let Stress Hijack You Or Your Organization By Phil Johnson |
The Trusted Authority - Out Care the Competition
And become customer obsessed. Individuals and organizations with low
levels of emotional intelligence can not do this. Consumers would pay 5 to 25% more to ensure a
superior customer experience (Customer Service Impact 2010 Report, published by
RightNow).
Apple has exploded as a company because they are The Trusted
Authority within their market and their customers have become advocates. Caring first, not selling builds your
personal and organizational brand. If
you are not The Trusted Authority you are a commodity
Your client’s
biggest opportunities go to The Trusted Authority. By offering your authentic
service in a way that increases your client’s capability you create value for
them. When you use your abilities to solve a problem for someone or enable them
to capture an opportunity you earn a level of trust and respect. This allows
you to create even more value as the relationship deepens. You become The
Trusted Authority your client calls first when they are in need.
Experiencing an Apple Retail Store is like taking a mini
vacation to Disneyland. There is a party
going on inside reflecting the organization’s resonant leadership and emotional
intelligence. The Apple Store experience
reflects the value they place on developing deep and authentic relationships
with employees, customers, business partners and suppliers viewed as their
primary go forward assets. Sure, Apple
has great products and ‘Genius’ technical support but make no mistake; they are
consciously focused on developing a tribe of evangelists to spread the word
about the Apple experience within their social networks.
Next time you feel like a mini vacation or would simply like
to experience the direction of organizational development visit an Apple Retail
Store
For every 1% improvement in the service climate there is
a 2% improvement in revenue.
Daniel Goleman, Ph.D.
Primal Leadership
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Article Tags: Apple, consumers, customer experience, deep relationships, employee engagement, leadership
|
About the Author: Phil Johnson RSS for Phil's articles - Visit Phil's website The MBL Inc. solution bridges the gap between our clients’ current and desired
results. Click here to visit Phil's website   Bullying Leading companies mining workforce for emotional intelligence The Trusted Authority Out Care the Competition What evidence do we need to see in order to take action The Trusted Sales Authority |
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