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“Kansas City Power & Light is honored to be a part of your important moments and memories.” When I heard this in a Kansas City Power & Light video, I was struck by how much that sounded like something Hallmark would say. When we first began to partner with KCP&L to create and pilot the Customer […]
First impressions are huge. So are last impressions. But why is it that you never hear about “middle” impressions? Well, there’s actually a scientific explanation for it, and it has a lot to do with how human memory works. Author and Forbes contributor Micah Solomon and I would like to point out that if you […]
The post The Power of Beginnings and Endings in the Customer Service Experience appeared first on Hallmark Business Connections Blog.
I was heading into my office last Tuesday and waved hi to someone I met a week before. I got a nod but I could tell-that person had no idea who I was. Ever have one of those awkward moments? How many times do our customers have that exact same experience? They know who we […]
• Wishing you a world of happiness. It was such a pleasure speaking with you today. Make sure you listen to that voice that says, “Slow it down, Karine.” Your call put a smile on my face today. • I really hope that everything goes through for you. I know it was very hard to […]
The post The Power of Thinking About Customers as Individuals appeared first on Hallmark Business Connections Blog.
I often hear managers tell their employees to go forth and create great customer experiences. Without arming employees with well-defined standards and a thorough understanding of their job and company policy, that kind of empowerment can end up being disastrous for everyone involved. Micah Solomon, author and customer service speaker, shares his ideas about walking […]
The post Empowerment vs. Standards: You Can–and Need to–Have Both appeared first on Hallmark Business Connections Blog.