1to1media.com, 128
2010 Consumer Experience Study: Customer Experience Delivers Profitability (Strativity Group), 29
acceleration, “wired” as tool for, 71
Accenture, 27
acumen, 87. See also feedback
Adams, Donald A., 99
Amazon.com fairness of, 104–105
Kindle, 199
as model for customer expectations, 2
monitoring of customer feedback by, 151–152
partnership philosophy of, 23
personalized selling by, 64
Zappos and, 18
American Customer Satisfaction Index (ACSI), 76, 136, 149
American Express, 12
American Girl dolls, 65
amygdala, 115–116
anxiety
expectation anxiety, 40–43
trust and, 38–40
Armstrong, Heather, 56
As Good As It Gets, 94
ATMs, 15
attrition, 160
bad connections
alliance and, 120–121
brain and, 114–117
empathy and, 118–120
examples, 111–112
fixing problems vs. healing relationships, 113–114
loyalty and, 121–122
soothing and, 117–118
balance carriers. See grounding
Barbie dolls, 65
Barlow, John Perry, 123
Becerra, Erik, 95–96
Bender, Texas Bix, 178
Berger, Tom, 96
Berry, Len, 113
Berry, Leonard, 146
Best Buy, 22
birth control pill, 70
Blair Witch Project, 77
Block, Peter, 177
“blueberries,” 168
BMW, 62
brain, 114–117
Build-a-Bear workshops, 65
Burr, Suzanne, 21
Business Rule Solutions, 66
Cabela’s, 146
call centers offshore, 20
outcome metrics vs. experience measures, 7, 8
Carroll, Dave, 5–6, 125–127, 129–134, 167
castor oil, 168
cerebrum, 115–116
CGM (consumer-generated media), 71
change in service covenant, 15–16
channels, multiple, 197–198
choices, growth of, 2–3
Cisco, 128
Clinton, Bill, 69
closers, 95–96
Coca-Cola, 59–60
Columbo, 203
command presence, 178
communication failures, 47–49
community, 53–57
complaints as gifts, 159–160
Concierge Elite, 108
congruence
consistency and, 146–148
garbage patrol and, 148–150
Miller Brothers Ltd. and, 138–140
Neuro-Linguistic Programming and, 140–141
overview, 137–138
partnership framework and, 86
scenography and, 140–146
connection. See also bad connections; wireless connections
elasticity and, 105–106
exceeding expectations and, 107–108
fairness and, 104–105
honesty and, 103–104
not taking customer for granted and, 109–110
partnership framework and, 85–86, 101–103
respect and, 106–107
“wired” as means to, 70–71
“with” approach, 99–101
consistency, 146–148
consumer-generated media (CGM), 71
Contact Center Satisfaction Index (CCSI), 20
Container Store, The Convergys
on bad customer experiences, 42
on customer attrition, 50
on customer preferences, 110
on effort and satisfaction, 148
on loyalty, 37–38
on phone support preferences, 126
on provider–customer perception differences, 27
on social media vs. word of mouth, 5
conversation, 23
Cook, Toby, 66
Counting Cows, 169–170
cover design, 10
Cracker Barrel, 208
Cranham, Tom, 141
“criticize my mama” line, 166–168
Crockett, Davy, 178
cues, early warning, 174–175
Customer Experience Report North America 2010, 50
dark, serving in the, 196–199
Decker, Sharon, 74
decoration, 208–209
Dell Computer
complaints about, 75–76
customization and, 65
trust in customers, 198
“Dell Hell: The Impact of Social Media on Corporate Communication” (Williams), 75
“Desperadoes Waiting for a Train,” 76
dinner on the ground, 53–54
Direct Connection Computer Services, 194–195
Disney, 2
Doctorow, Cory, 73
dolls, 65
Donahoe, John, 129
Don’t Squat With Yer Spurs On! (Bender), 178
Duke Energy, 74
Economist, The, 5–6
Edwards, Bill, 138
Edwards, David, 58
egalitarian relationships, 179
elasticity, 105–106
Eliason, Frank, 136
Emerson, Ralph Waldo, 146
emotional connections, 186–188
empathy, 118–120
empowerment, 178–179
endings, pleasant, 195
Enlightenment, 4
equalizer, “wired” as, 73–74
Esparza, Enrique, 178
expectation anxiety, 40–43
experience, customer
value migration and, 29–30
experts
reliance on, 21–23
serving as, 191–195
fairness
connection and, 104–105
wireless connections and, 131–133
feedback
attrition and, 160
customer complaints as gifts and, 159–160
customer forensics and, 153–154
customer intelligence and, 158–159
overview, 151–153
in real time, 154–158
Ferrar, Vincent, 51
fickleness, customer
defined, 16–17
examples of, 35–36
expectation anxiety and, 40–43
trust and, 38–40
trust cues and, 39–40
value and, 43–45
vs. loyalty, 36–38
fireflies, 96–97
firing customers, 199–203
First Watch Restaurant, 107–108
flags, 106–107
flexibility, 125–127
focus
on giving, 93–94
on role, 91–92
on spreading joy, 94–95
focus groups, 189–191
Ford Explorer, 6
forensics, customer, 153–154, 203–206
forum to unite, “wired” as, 72–73
Frandsen, Bob, 198
Freeman Service Center, 108
Freestyle vending machines, 59–60
future perfect thinking, 170
garbage patrol, 148–150
Gerbers.com, 135
gifts, complaints as, 159–160
Givhan, Fred, 194
giving, focus on, 93–94
Graze, Michael, 171
grounding
characteristics of, 90–91
examples, 89–90
focus on giving and, 93–94
focus on role and, 91–92
focus on spreading joy and, 94–95
partnership framework and, 84–85
Harris, David
focus on giving of, 93–94
focus on role of, 91–92
focus on spreading joy of, 94–95
initial encounter with, 89–90
Harris Interactive, 12
Harvey Hotel, 156
healing relationships. See bad connections
health of service process, diagnosing, 206–208
H-E-B, 171
hierarchy, service, 79–83
Hill’s Pet Nutrition, 145
holographic customer service agents, 145
honesty
alleviating customer pain with, 171
connection and, 103–104
wired connections and, 129–131
Hotel Monaco, 66–67
Hsieh, Tony, 10
Hunt, Tara, 73
Hurst, Cameron, 66
In and Out Burgers, 146
inclusiveness, 127–129
instruction, “wired” as resource for, 71–72
intelligence, customer, 158–159
iPhone apps, 61
Irwig (United Airlines employee), 126, 127
Jarvis, Jeff, 75–76
jelly beans, 181–182
JetBlue, 6
joy, introducing, 169
joyful servers
David Harris, 94–95
types of, 95–98
Kail, Zachary, 102
Kerry, John, 166–168
KFC, 145
“Kill a Stupid Rule” program, 149–150
Kodak, 128–129
Lake Lure Inn, 109–110
lateral service, 172–176
Leggett, Kate, 66
Lewin, Kurt, 82
Lexus, 67
limited leadership, 178–179
Lincoln, Abraham, 118
live chat, 32
Longhorn Steakhouse, 35–36
Longstreet, John, 156
Louis XVI, 4
loyalty
from customers, 36–38
Manchester Airport, 145
Marcus, Stanley, 159
Marie Antoinette, 4
Maslow, Abraham, 80
Maytag, 56
McConnell, Ben, 62
McDonald’s, 7
militants, 166–168
Millennials, 126–127
Miller, Bob, 107–108
Mini Cooper, 62
Moen, Inc., 158
Morris, Mark, 145
Mountain Dew, 128
multi-channel response systems, 157
museum of customer service, 18–21
narcissism, 63–64
narrating the service process, 193
neighborhood watch, 156
Neuro-Linguistic Programming (NLP), 140–141
New Mexico Tea Company, 58
new normal customers, 2–4, 8–9
NLP (Neuro-Linguistic Programming), 140–141
noise, customer
AOL and, 51–52
communication failures and, 47–49
community and, 54–57
defined, 16–17
impact of, 49–50
reasons for, 52–54
value of, 57–58
Nordstrom, 2
norms, service, 185–186
Obama, Barack, 77
Ortega y Gasset, José, 12
Outback Steakhouse, 35–36
Outback Western Wear, 143–144
Pacifeeder, 100–101
partnership covenants, 174
partnership framework. See also bad connections; connection; wireless connections
acumen and, 87
congruence and, 86
connection and, 85–86, 101–103
grounding and, 84–85
pattern making, 42–43
Peller, Clara, 77
personalization, 62–66
Peter, Laurence J., 59
pickiness, customer defined, 16–17
examples of, 25–26
overview, 26–28
self-service and, 30–33
value and, 33–34
value migration and, 28–30
Pogrebin, Letty Cottin, 70
Popken, Ben, 51–52
problem solving. See bad connections product thinking, 6–8
professional shoppers, 7
Rain Forest Restaurant, 208
RAMP (Real-Time Analytics Matching Platform), 66
rapport, 192–193
real-time feedback, 154–158
respect, 106–107
results, focus on, 179–180
review sites, 56–57
Richtel, Matt, 3
RightNow, 12
Ripps, John, 197
Ritz-Carlton Hotel Company, 143, 144, 145
Ross, Ronald, 66
Rousseau, Jean-Jacques, 4
Sanders, Harland, 145
Santayana, George, 18–19
satisfaction, 28–29
scenography, 140–146
Science Diet, 145
Scott, Jamier, 79–80
scout reports, 155
script, scenography and, 143–144
Sears, Richard, 70
Sears Roebuck catalog, 69–70
secondary smoke phenomenon, 50
self-service
perils of, 30–33
trend toward, 19
trust cues and, 39–40
service covenant
change in, 15–16
defined, 8
features of, 13–15
partnerships and, 83–87
self-service and, 32
service hierarchy and, 79–83
service isolation, 20–21, 30–33. See also self-service
set, scenography and, 144
Shellenberger, Sue, 55
signs of change, 4–5
singers, 96
singing, 57–58
“smart adult,” speaking in, 193–194
Smith, Fred, 145
Smith, Shaun, 67
social media
community and, 57
conversation void and, 23
secondary smoke phenomenon and, 50
vs. word of mouth, 5–6
Society for New Communications Research, 3, 28–29
soothing, 117–118
Southwest Airlines, 146
specialists, reliance on, 21–23
Spector, Robert, 127
spirit, 176
standards, service, 184–185
Starbucks, 63
Stewardship (Block), 177
Stew Leonard’s Dairy Store, 66, 141
Stockdale, Jim, 54–56
story, scenography and, 144–145
Strativity Group, 29
StumbleUpon.com, 65
surveys, 209–210
Swift Boat Veterans for Truth, 166–168
taking for granted, not, 109–110
Taylor Guitars, 133
TD Bank, 149
Tebeau, Jason, 100–101
Threadless.com, 128
time, service, 32
Toyota, 6
Tracy, Brian, 25
Trader Joe’s, 66
tranquility. See congruence
trust
anxiety and, 38–39
cues for, 39–40
in customers, 198–199
expectation anxiety and, 40–43
two-swallow paper cups, 97–98
Tylenol, 6
unite, “wired” as forum to, 72–73
United Airlines, 5–6, 125–127, 129–134
UPS, 2
Urbanski, Robin, 129
USAA, 61
value, pickiness and, 33–34
value migration, 28–30
vanity, customer
defined, 16–17
personalization and, 62–66
service examples, 59–62
value of, 66–67
village, Internet, 134–136
viral effect, 50
Virgin Air, 146
vision, scenography and, 142–143
vocal customers. See noise, customer
Walmart.com, 130
Waters, Tina, 135
Whole Food Markets, 66
Whuffie Factor, The (Hunt), 73
Williams, Kim, 75
wired, meaning of Dell Computer and, 75–76
equalizer, 73–74
forum to unite, 72–73
impatience and, 76–78
means to connect, 70–71
resource to instruct, 71–72
tool to accelerate, 71
wireless connections
fairness and, 131–133
flexibility and, 125–127
general characteristics, 123–125
generosity and, 133–134
honesty and, 129–131
inclusiveness and, 127–129
Internet village and, 134–136
“with” approach, 99–101
Wynn Hotel, 62
YouTube, 51. See also Carroll, Dave
Zappos.com
book endorsement and, 10
experience enhancers and, 18
fast service of, 76–77
as model for customer expectations, 2
partnership philosophy of, 23