My father was a public servant who took immense pride in being diligent, loyal and going way beyond the extra mile in serving members of the public. You could say that he was defined by his work ethic. We have many individuals in both the public and the private sectors who hold up their businesses …
I was writing the headline and chuckling to myself about the extra mile. We know that this milestone occurs when extra effort goes into a transaction or customer experience, in order to deliver customer happiness, beyond the expected end point. But, if many businesses have a challenge with just meeting minimum transaction requirements, how can …
Let me get straight to the point here. Every business decides just how happy its customers will be. If a business decides to do everything in its power to make and keep its customers ecstatically happy, then that’s what will happen. If the decision is to do just enough to keep people coming through the …
Photo by Christina Morillo from Pexels There’s this misplaced belief that training of employees cures all performance failings. I encounter the plaintive cry of, “We sent so and so for training because his or her performance was declining.” So, I like to ask about what additional prescriptions were administered in the attempt to improve the performance outcomes. Often, …
Whenever a customer visits, a business has a small window to make a lasting impression that is positive and grand. We’ve had a year and a half of a pandemic that has driven sweeping changes in how customers conduct business and their new expectations around how they want to be treated. We have the pandemic …
It is well-established wisdom that the best route to mastering an activity, is through practice. Well, I am suggesting, on behalf of the customer experience (CX) improvement practitioners of the world that the best way to master customer experience is to “live” in the customer’s shoes. I’m not referring to walking a mile in his …
Picture this. A customer who looks like she’s about to breathe fire and brimstone, as well as call down the wrath of the gods, approaches a service counter at a business. The customer service representative (CSR) at the counter sees the customer advancing and notices the grim facial expression, the pounding gait and the deathlike …
So, here we are at Results, the point at which all five of the customer love languages converge to deliver customer success. To the customer, when his or her top of mind expectations and desired outcomes are met, that represents success. In the past, results meant simply one thing……solutions, as in products or services performing …
Simplicity is the customer’s third love language. In a world of overstimulation, simplicity is a welcome diversion. Individuals are being overloaded with decisions on a daily basis and appreciate when they don’t have to do any heavy lifting whilst interacting with a business. The problem is that not all businesses take the time to make …
Over the past three months, during the “normal” curtailment of customer activity, we noticed some pretty impressive upticks in customer love being demonstrated by some businesses, which was laudable. I’ve been on the lookout for businesses that have sustained a commitment to keeping their customers happy by delivering memorable experiences. Predictably though, some have begun …