What if…? Crow vs. Peacock

What if your customer’s experience was a bird? Would it be more like a crow or a peacock?

crowCrow-like service can be noisy and unpleasant, like the warp-speed disclaimers we hear at the end of some radio ads. Customers need scarecrow defenses to keep crow-like service providers at bay. Crows spam instead of converse; use “all about me” selfish service instead of generous “all about you” service. The people who front for crow organizations demonstrate indifferent or superficial service that customers view as ho-hum.

peacockPeacock service is attractive and stunning! It is choreographed around what is important to customers. It is social and relational. Peacock organizations select front-line employees who are passionate and inventive. They are forever searching for ways to make their contributions to customers ones experienced as lavish, novel and rich!

Be a peacock to your customers, not a crow!


Add Your Response


Never miss a post! Sign up to have future posts delivered to your inbox:


Dr. Chip R. Bell is a world-renowned authority on customer loyalty and innovative service. Global Gurus ranked him in 2018 the #2 keynote speaker in the world on customer service; #1 in North America. He also is the author of numerous national and international best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, Magnetic Service, The 9½ Principles of Innovative Service and Customers as Partners. His books have been translated into over a dozen languages.

His newest customer service book is the award-winning, best-selling book Kaleidoscope: Delivering Innovative Service That Sparkles.

Dr. Bell has appeared live on CNBC, Bloomberg TV, CNN, Fox Business, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Financial Times, Forbes, Businessweek, Entrepreneur, Inc. Magazine, and Fast Company.


More on Chip