Each time you explore, agree, deliver and assure, the possibility for trust grows between you and the other party. In fact, this may be the only way human beings can build trust with one another.

1. EXPLORE: Find out what is important to the other person.
2. AGREE: Make a promise to do something on their behalf.
3. DELIVER: Do what you promised.
4. ASSURE: Check and make sure they are satisfied.

Are you building powerful partnerships where you work?

Amazon’s customer service has always been recognized and applauded as world-class. This is remarkable, especially since it is a purely online retailer. Amazon has hardly any ‘human’ interactions – often considered crucial perception points for increasing customer satisfaction and loyalty – in the value delivery chain.

Many companies try to emulate Amazon and cost-effectively provide higher levels of service through leveraging technology. But Amazon does not only ‘deliver customer service’ – they build powerful partnerships with their customers.

How do they do it?

What are the seven characteristics of one-to-one service that matches every customer value dimension? Learn how to give each customer what they want, exactly when and how they want it.

Focus groups can be a gold-mine of valuable service improvement ideas, insights and suggestions. Here are some questions and tips to help you create engaging and valuable conversations.

Improving Customer Experience (CEX) is vital for success. While the term is common, maturity in this area is not.

We classify an organization’s attitude and actions from Version 1.0 to 6.0. Where are you and your organization today?