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November 5, 2014 / Press Releases

Mariposa Leadership, Inc. Hosts Steve Curtin, Customer Experience Expert and Author

Steve Curtin, a recognized customer service expert and author, will be interviewed by Sue Bethanis, CEO/Founder of Mariposa Leadership, on the popular Wise Talk Leadership Forum for executives on November 20, 2014.

FOR IMMEDIATE RELEASE
San Francisco, CA – November 1, 2014 – Mariposa Leadership, Inc. is pleased to announce that Steve Curtin, an expert with extensive expertise in the hospitality management industry and author of the new book, Delight Your Customers, will be a guest on Wise Talk, a popular monthly leadership forum for technology executives, on November 20, 2014 at 11am PT/2pm ET.

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October 31, 2014 / Book Reviews

Book Review | Delight Your Customers

delightDelight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
By Steve Curtin

Head: (3 out of 5)
Heart: (5 out of 5)
Leadership Applicability: (4 out of 5)

Though most businesses seem keen on creating an exceptional customer experience, the customer service experience can still feel lackluster.  At the core of the issue, according to author Steve Curtin, is a failure to distinguish the difference between job function (duties or tasks in a role) and job essence, which is the highest priority – creating a promoter, a delighted customer who is less price sensitive, and positively promotes the business via word-of-mouth. Essence is that little extra something that creates a stand-out interaction for the customer, and is voluntary on the part of the employee. So what can be done to turn an ordinary transaction into an extraordinary one?

Peppered with case studies, this practical book outlines the three truths of exceptional customer service and offers seven simple ways to raise customer service levels. They are based on the premise that in everyday service situations, most customers just want to be acknowledged and appreciated.  Conveying to customers that they matter leaves an impression, turning an ordinary interaction into an extraordinary one, and inspiring customer loyalty.

Leaders interested in increasing the level of customer service in their business to improve their customer experience and generate more loyal customers will want to read this book.  Buy it now.

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April 25, 2014 / Articles We Like

On: Beyond Customer Loyalty Programs – 7 Ways to Build Lasting Relationships

Are companies approaching customer loyalty in the wrong way? Article author, Mikkel Svane, founder and CEO of Zendesk, seems to think so.  Programs – like buy ten, get one free – make it difficult to discern if a customer is drawn to the free item, or is truly loyal to your product.  So what does it really take to drive loyalty?

In the Fast Company article, “Beyond Customer Loyalty Programs – 7 Ways to Build Lasting Relationships”, Mikkel contends establishing a human connection and developing empathy lies at the heart of customer loyalty.  He outlines seven fundamental principles companies should adopt, which are based on how relationships work and are built.

Read it now.

How does your company build lasting relationships with customers?

Comment below! Or pose a question via Ask Mariposa.

 

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March 31, 2014 / Articles We Like

On: ‘Customer Experience’ is Today’s Business Benchmark

The latest business trend is a focus on the ‘customer experience’, and with good reason.  Evidence exists that companies with the highest customer experience typically grow at more than double the rate of their competitors. We share the Forbes article, ‘Customer Experience’ is Today’s Business Benchmark, by Martin Zwilling because it offers a clear definition of and tips for improving and measuring your company’s customer experience.  Measurement is key because without it, companies can focus on the wrong things which detract from growth.

Read it now.

How do you measure customer loyalty?

Comment below! Or pose a question via Ask Mariposa.

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