| Creating a customer service improvement that is | | | | Key Learning Points |
| needed by consumers, but wholly unexpected can | | | | Make a customer service improvement to provide |
| make your company shine. It's often the little things that | | | | your customers what they need, exactly when and |
| capture the most attention and set one business apart | | | | where they need it. Do it before anyone else and |
| from another. | | | | you've got a valuable service innovation. |
| Imagine dinner at a romantic restaurant: soft music, | | | | Action Steps |
| candlelight, fine wine. You use a credit card to pay the | | | | Look carefully to find a customer service improvement |
| bill and the waiter brings your receipt. | | | | to make. What would make things easier for your |
| Can you see those important financial figures on the | | | | customers? How about these: a handy pen or pencil, a |
| bottom? Are they large, clear and easy to read? | | | | hard writing surface, the correct date or time of day, |
| Probably not. | | | | small change for a machine, a calculator, local map, a |
| Now what? Do you reach for the magnifying glass | | | | dictionary, a mobile telephone, telephone directory, soft, |
| you carry routinely in your purse or pocket? Not likely. | | | | absorbent tissues, instant photograph or photocopy |
| Not unless you carry the new "LensCard" from Chase | | | | facilities, a non-leak plastic bag, notecards, envelope or |
| Manhattan Bank. With a magnifying glass built into the | | | | postage stamps, packing tape, sturdy string, a twist-tie |
| corner of the credit card, this innovation gives Chase | | | | or rubber band, cutting knife, scissors or a |
| customers the magnifying power they need exactly | | | | screwdriver? |
| when and where they need it; in the restaurant, at the | | | | Whatever it is, provide it now. Making things easier for |
| cash register, whenever those financial little numbers | | | | your customers will make business much better for |
| mean a lot. This customer service improvement | | | | you. |
| makes Chase stand apart and is appreciated. | | | | |