Recipe for Great Customer Experiences!

In today’s hyper competitive market customers long for organizations they can trust.  They trust organizations who consistently deliver great experiences.  The kind of experiences that take the customer’s breath away!

We believe there are three ingredients that create this superb service greatness recipe.  Those ingredients are: the dream, the drive, and the discipline.

The dream (or service vision) must be aspirational while providing a clear picture of the distinctive service experience the unit or organization seeks to consistently create, both internally and externally.

The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits.

The discipline means hardwiring standards (expectations) and norms (evidence) into the performance management process so there is both clarity and accountability.

Partnerships work when they have common goals, values, and purpose.  Having a compelling service vision along with clear standards and norms ensures a payoff that can be powerful.  The customer derives a consistency from which they draw trust.  The unit or organization gains a means to ensure focus and rationale to policies, processes and procedures.

What is your dream?  What is your drive?  What is your discipline in place?

© Chip Bell Group, 2023.  Courtesy of John R. Patterson (  Permission is given to download and distribute this article as long as it contains this copyright notice.