July 12, 2010

Have You Had a High Definition Moment Lately?

A High Definition Moment is an interaction between a customer an an organization that is jam-packed with EMOTION. HD Moments either leave your customer Breathless or Pissed-off. Gasping or in pain. Dazzled or postal. They are VIVID in terms of the FEELINGS that are created between person and Company. They are of such HIGH RESOLUTION that the picture of what you are experiencing is easy to describe and relate to others (both good and bad news depending on the outcome).

HD Moments are, as SAS CEO Jan Carlzon coined “Moments of Truth” when advocacy bonds are established with customers or enemies are created. Or as Seth Godin proclaims, when Sneezers who will spread your word to others are born for your organization or protesters with followers will pronounce how crummy you are.

HD Moments are STRATEGIC. Loyalty is either created or destroyed. Any organization must as a strategic imperative create HD Moments for their FANS if they are going to thrive and survive.

How do you do it? Well, its about building a team that can deliver these kinds of FEELINGS every time their organization touches their FANS:
> HAPPY
> AMAZED
> WARM
> FUZZY
> DAZZLED
> BREATHLESS
> GASPING
> SURPRISED
> IMPRESSED
> MAGICAL
> TRUSTING
> SMITTEN
> HONORED
> IMPORTANT
> UNINHIBITED
> COMFORTABLE
> OPEN
> HEARD

How often have you felt this way when doing business with a company? How often have you felt WARM and FUZZY when interacting with a Voice Response System? Never I suspect; in fact quite the opposite FEELINGS are produced. Too bad. A testimony to the mediocrity in business these days.

Consider this word tablet your design parameters for constructing customer interactions in your organization. Assign a senior person as The Chief High Definition Moments Officer to make it matter in your organization. Recruit people who are at ease with HONORING others. Establish Rules and Policies that leave your FANS BREATHLESS. Build automated systems that SURPRISE people.

It’s NOT about you. It’s about your FANS. And, by the way, you really have no choice. If you can’t create this context for the people who choose to do business with you they will leave you in a heartbeat or ignore you completely.

Cheers, Roy
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Leadership | Serving Customers | Small Business | Permalink
Posted 7.12.10 at 07:00 am by Roy Osing | Read Comments (0) | Leave a Comment