It’s Not Hocus Pocus. It’s Customer Focus!


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Have you ever been to a magic show where the illusionist does something and you say, “Oh my gosh! I wish I knew how they performed that magic trick!”

In business, just like with magicians, there are a select few who create experiences that make you say, “WOW!”

Because today is Friday the 13th, and we could all use a little extra magical luck, I’m going to give you the secrets that these organizations use to create magical service experiences.

The Secrets to Magical Experiences:

1. These organizations are relentless about putting the authority in the front line’s hands to solve issues and serve customers. 2. They make constraining metrics and obstacles disappear.
3. They practice experience engineering and experience improvement, just like a magician practices their illusions.
3.1 Above all else, they prioritize reducing the effort for their customers.

Yes, I am dyslexic. These 3.1 tips are guaranteed to create magical experiences on Friday the 13th, 2013.

Hocus Pocus

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Republished with author's permission from original post.

Peter Psichogios
Peter Psichogios is the President of CSI International Performance Group whose mission is to help companies create engaging employee and customer experiences. Prior to joining CSI International Peter served as an executive member of one of the largest Instructional System Association companies in the world. In this capacity, he led all the front-end analysis and worked directly with Dr. Ken Blanchard. Peter has been fortunate to work with the who's who of the Fortune 500, helping them deliver innovative learning, engagement and recognition solutions.


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