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MAGIC® Insights
Inspiring Exceptional Service Cultures
stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue
Thoughts from Tom
Feature Article:
The Design and Use of a Standard for Human Performance Measures
The Irreplaceable Human, Part 1
Augmented and Virtual Realities will Tranform Service Cultures, Part 1
Upcoming Events: Live Webinar
New Feature: The Empathy Corner
Questions from the Field
Another Fun Reinforcement Puzzle

About Us
Communico helps organizations build and sustain exceptional service cultures. With our MAGIC® system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.

To download a free chapter of our book, How to Talk to Customers, and learn more, click here.
MAGIC is a registered trademark of Communico Ltd.


Thoughts from Tom

The Voice of Service Leadership Experience

Tom Larkin, President & CEO of Communico Ltd.

Keep a fire burning in your eye
Pay attention to the open sky
You never know what’s coming down
      Song Lyrics by Jackson Browne
I listened to this song by Jackson Browne decades ago and it’s stuck with me over the years. I love the blend of motivation, keeping a fire in your eye, and staying responsive to whatever is coming down. We humans perform well when we’re motivated and when the fire in our eye has form to express itself. Hence Wally’s article on using a standard is critical and always timely. Organizations turn motivation into productive energy when they create a standard allowing the motivated-expression to take a concrete form.  

Think of the standard - your standard- as a productivity tool, a vision statement fashioned into a practical tool, – then make it a practice to use that tool.  Don’t underestimate the power of a well-crafted standard. We’ve seen some powerful impacts since 1989… and they just keep coming.

Thinking about how you’ll stay responsive to what the future holds? Be sure to read the article on Augmented Reality and Virtual Reality. This new technology has evolutionary roots and the functionality to transform service culture and revolutionize the customer experience.

On a related note, if you have even an iota of concern that the robots are coming, do not miss the article, “The Irreplaceable Human.” Then go back and listen to the wisdom of Jackson Browne.

If that uneasy feeling still persists, rest a spell in our “Empathy Corner,” a place where you can take a deep breath in this and upcoming issues of this newsletter.

Have thoughts to share or questions for Tom? Click here to submit.

Design and Use of a Standard for Human Performance Measures
Adopting standards offers tremendous advantages. They save time, reduce costs, and increase productivity.

Read on to see how we can realize these benefits by adopting standards in human performance measures.
The Irreplaceable Human
We can no longer say the robots are coming. They are already here.

Read on for more on the effect of this in providing service to others and how to make it a win-win for all.
Augmented and Virtual Realities will Transform Service Cultures
Ready to help usher in, even welcome, the next generation of advances in telecommunications?

Ready or not, read on to learn how we can use them to our advantage in transforming our service culture.
Upcoming Event: Live Webinar


We are launching a series of free webinars this year focused around: Inspiring an Exceptional Leadership Culture. Our first one will be offered April 11, from 1:00-1:40 Eastern, and is entitled “How to Align Leadership & Service Culture Vision.”

Inspiring an exceptional service culture is not easy, and it requires people to shift mindsets and behaviors. People are more likely to apply the new mindsets when they see vision-driving behaviors modeled by their leaders. This 40-minute webinar will address factors that contribute to leadership involvement and practical ways to get them aligned.

Click here to learn more about our free webinar. Register now to save your seat.
Empathy...Beyond Behavior
We are threatened today with all the digital work that undermines our ability to connect. Empathy is more than a behavior, which is why  you can hear empathy scripting sounding like a bean bag missing its target. Nice try, but… Repeating a number – that’s a behavior you can do easily - It’s transactional. No human necessary if you just need to confirm a number. Empathy is visual, (in face to face interactions) tone, and words. Without the alignment of sincerity with your words, it fails to connect meaningfully. Never underestimate the impact of aligned empathy. “Words don’t mean – people do”. You can quote me. ~ Tom

Q: What measurements REALLY matter in building a service culture?
A: I’ll share two critical measurements:
  1. Employee Satisfaction – how are your people feeling about their ‘employee-experience’ in your company. A service culture will serve them too! Michigan State's long-standing research showed employee satisfaction positively correlates to customer satisfaction. What goes around comes around so make sure your internal house is in order.
  2. Quality Score – are you able to measure the service you intend to deliver to your customer? Do you have a standard that’s objective and measurable? That’s critical to be able to respond effectively and put some concrete meaning to the blue-sky vision statement. Measure to manage effectively, but measure what matters. And making sure you are delivering on your brand promise matters.  

Click here to submit your own question.
Learn The Value of MAGIC
To deliver consistently great employee and customer experiences and stand out in the global market, you need to develop a true service culture. Communico is committed to helping organizations create this type of culture with the MAGIC System. Click Here.
Leadership Skills and Coaching
Communico's leadership training programs, coaching and consulting services are here to help you become an exceptional leader in every interaction (whether by phone, face-to-face, email or chat). Learn how to become a great leader for your business. Click Here.
Customer Service Training
Communico doesn't believe in a one and done solution. We work closely with you to understand not only your business culture, but also your customer service culture, and what makes it unique. Click Here.
Reinforcement Puzzle #33
Try your hand at word scrambles, crossword puzzles, logic games and more. Use them to support your training, stimulate thinking and reinforce MAGIC principles. Fill them out on your own, or use them for a lively team challenge.
If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.