America's Most Trusted

According to a just-released study by the Pew Research Center, small businesses are the most trusted institutions in America - more than churches; more than colleges; more than technology companies: more than government agencies and certainly more than financial institutions and large corporations!

Here is a quick recap of some of the high/low lites:

Small business owners and all those that work for them should take pride in these findings, as well as a some assurance their efforts are being recognized and will be rewarded.

While some may disagree over absolute ranking, there are few who would suggest trust is not one of the primary drivers of consumer and employee behavior, especially on the heals of troubled times.

This being the case, small businesses should rightfully expect to see upticks in market share, customer loyalty, employee attraction, employee retention and a bunch of other good stuff.

As per those of us associated with institutions (either as employees or shareholders) further down the list... let's just say perhaps it's time we either convinced the powers that be to reassessed their practices and start looking for ways to win back the trust... or we move on over to the small side.

So much for the old saying "Go big, or go home!"

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If you would like to know more about how Wavemaker Consulting can help your company improve the customer experience you provide (and win back the trust) visit our Website, or email us at wmconsulting@live.com

Who Cares?

The other day I was asked if there was a model or magic formula for delivering good service. My initial reaction was to say "Of course not! It's a very complicated and multifaceted thing. That's why you have to hire someone like me to help you design and deliver a great customer experience!"

My second reaction was to feel guilty for my first reaction.

It's not that I don't believe there is a lot entailed in delivering an exceptional customer experience. I'd be a fool to be in this business if that were the case. However, that's not what was being asked. My colleague simply wanted to know what one needed to do to deliver 'good' service; and to be honest, it doesn't take a model or formula to define that. It can be captured in a single word:

CARE!

Truth is most companies (read the people that work for them) either don't care, or don't care enough. They are so caught up in their own needs and wants, they've lost sight of the needs and wants of the customer. That's why words like "they just don't care" are so often at the root of the ever growing number of customer complaints and horror stories we hear.

How many companies can you think of that really seem to care?

C is for Customers - they always come first
A is for Appreciate - they are the very life blood of your business R is for Respect - their beliefs and mannerisms may be different than yours
E is for Enthusiasm, Energy, Equality, Excitement, Empathy - and all the other 'E' words that define how you should interact with them.

Now I feel better.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #30), see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).

If you would like to be notified whenever a new Wavemaker blog topic is posted, just drop us an email at wmconsulting@live.com with "Blog Me" in the subject bar. We promise never to provide your contact details to anyone else and you can unsubscribe from this service at any time.

If you would like to know more about how Wavemaker Consulting can help your company improve the customer experience you provide, visit our Website, or email us at wmconsulting@live.com

Why we shop where we do

Some time back I posted a simple little survey on my blog site that asked "Why do you shop, or otherwise do business where you do?"

Many thanks to the more than 50 of you who participated! At long last I figured out how to crunch the numbers in Excel and am finally posting the results.

As you may recall, the survey was broken into 4 broad product categories as follows:


Groceries - food items, beverages, detergents, paper products, etc.

Major Items - cars, major appliances, furniture, computer equipment, etc.

Financial Services - loans, deposits, credit cards, insurance, investments, etc.

Small Items - clothing, linens, cosmetics, small appliances, hardware, etc.

Here is what you collectively had to say about why you shop where you do:

So what does all this tell us?

While I'll let you draw your own conclusions, I found it interesting that in every area but financial services product and selection is the major customer driver by a rather wide margin. I was encouraged by the fact that overall, customer service finished second, but surprised by how little it factored in our decisions related to where we shop for groceries, especially as this something we do so often.

I was also taken back by how rewards (loyalty cards and the like) would seem to have little or no impact on our shopping behaviour, which given how much the administration of such programs must add to the cost of goods sold, does cause one to wonder why bother?

Perhaps the most profound finding of all was just how much customer service factors in our decision as per where to buy financial products. This is something I'm not convinced most financial institutions fully appreciate. Go figure!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #29), see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).

If you would like to be notified whenever a new Wavemaker blog topic is posted, just drop us an email at wmconsulting@live.com with "Blog Me" in the subject bar. We promise never to provide your contact details to anyone else and you can unsubscribe from this service at any time.

If you would like to know more about how Wavemaker Consulting can help your company improve the customer experience you provide, visit our Website, or email us at wmconsulting@live.com