Fall is a time for change - our days grow shorter, the weather turns colder, and in many parts of the country, the leaves change color.  You'll see the green palette of the summer transformed into the vibrant fall palette of reds, yellows, oranges and browns before the leaves fall off the trees.

We decided it was time to change our look so it reflects our ever-evolving organization.  As you may have already noticed, we have not only improved the visual appeal of the newsletter but have changed the title to align with our purpose:  MAGIC Service - Helping you create a great customer experience. 

After all, we are no longer a customer service economy, but a customer experience economy.  Every interaction and every touchpoint impacts the customer's experience and perception of your organization.  A consistent, compelling customer experience will not only satisfy customers, but turn them into advocates.  These types of experiences are still so rare, that when we find one, we rave about it.

Over the years, we have been honored to help organizations:

• clarify and deliver their brand promise in every touchpoint, and
• create meaningful employee experiences so associates feel valued and go the extra mile for customers

We thank you warmly for your support.

Please let me know if you have any suggestions for our newsletter or questions about Communico. We would love to hear from you.

Happy reading!

Diane Berenbaum

Are You Delivering on Your Brand Promise?

by Diane Berenbaum

A well-designed customer experience means aligning every point of customer contact, every "touchpoint," with the brand promise. Many companies tout the uniqueness of their brand, but fail to consistently deliver on their promise.  Explore a recent experience with a  top brand and learn how to ensure brand alignment and customer loyalty.

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Budd Van Lines Delivers Consistent Quality and Award-winning Service

by Diane Berenbaum

Budd Van Lines (BVL) is recognized as America's premier independent van line providing relocation services to corporate America.  They set out to create a consistent service culture and accomplished that and much more - they achieved unprecedented measurable quality results with a training initiative involving every associate in the organization. 

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Love Thy Customer:  Four Drivers of Service Excellence

by Jean Marie Johnson

According to the Second Quarter 2009 American Customer Satisfaction Index, "Customer sat" is at an all-time high registering a 0.4% increase to 76.0.  Those companies with enhanced customer sat scores attended to one or more of the four key drivers of service excellence.

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Two Upcoming Webinars!

Back by popular demand:  Communico offers the following webinars for $49.95/person/webinar:

1) Developmental Coaching Pays Dividends

Date: Thursday, December 10, 2009
Times: 10:00 - 11:00 a.m. or 2:00 - 3:00 p.m. Eastern Time

Most contact centers have partial or inconsistent coaching practices, or use an evaluative approach. In this webinar, you will:

• Learn how to use the Developmental Coaching model to build on your employees' strengths and help them achieve new levels of success in tough times
• Gain insight into QA forms and their impact on coaching and the customer experience
• Hear from companies that invested in developmental coaching
• Turn the down market into an opportunity to use a new approach that energizes associates, increases morale and yields measurable results

Click here to register.

2) MAGIC® E-Mail Writing:  Make A Great Impression on your Customers with every E-Mail

Date: Tuesday, December 15, 2009
Times: 10:00 - 11:00 a.m. or 2:00 - 3:00 p.m. Eastern Time

Attend this webinar and you will:

• Obtain concrete, practical guidelines that can immediately improve the quality and readability of your e-mails
• Identify the difference between a "MAGIC" and a "Tragic" e-mail
• Understand how to adjust the structure of an e-mail to your audience and purpose
• Discover the best way to deliver bad news in an e-mail
• Discuss common "gripes" about e-mails and netiquette points to maintain a consistently high level of professionalism

Click here to register.

Please note: Replies to this email are not monitored. Please direct any inquiries/requests to info@communicoltd.com