Currently I'm reading a book, Fierce Leadership, by Susan Scott which has been a great read so far. I wanted to share a little excerpt from the book that hopefully will get you thinking about how you are connecting with your customers...
Human connectivity is the uberskill that captures the ideal combination of IQ and EQ. You simply cannot connect with colleagues and customers at a deep level unless you are able to bring valuable expertise to the relationship and you are able to access and manage your own emotions and the emotions of others...
I'm almost halfway through with the book and will be writing up a review here when I'm done.
The real "bottom line" in business is how you connect with your customers. They're not buying from you because how smart you are or how polished you look. They're buying from you because they enjoy the experience of interacting with you. They trust you. They believe in you.
Just a little thought for the weekend ;)
Me and Mrs Shaun took a pre-Christmas holiday to Boston last year - just as the first wave of the recession was hitting the malls. We got a shock at how quickly the standards of customer service appeared to be deteriorating. Here's what I found - I have given specific examples and named names (to the extent that Ezine wouldn't touch it!) - but we both know that you can't libel with the truth
http://blog.capablepeople.co.uk/2008/12/whats-happened-to-great-customer-service/