If your business is “customer adjacent,” then your customers will experience outcomes that are average and guess what? Nobody raves about average (Bill Quiseng). So what do I mean when I say a “customer adjacent” business? I’m referencing those businesses that live in the duality of procrastination and action, where they talk a lot about …
I felt moved to reprise my thoughts on care this week. Care to a customer-centric business, simply means philanthropy. Philanthropy simply means the desire to help people. Whilst philanthropy is associated, typically, with donations and charitable gestures, its underpinning is about “helping others.” When a business declares that it is customer centric, the signs of …
I’ve sat through many interviews for customer experience professionals at all levels. Some of those interviews have been painful and others have been an absolute joy. The painful interviews have included interacting with candidates who have a flippant attitude to service, who talk incessantly about concepts and not achievements and who spew intellectual and academic …
Yes, yes, yes, I know that it’s Christmas time and every business is busy with the business of selling, especially given the challenging time that we’re been going through. But, may I suggest that it’s also an ideal time to get some feedback from customers about the quality of the experience they would have received …
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 …
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 …
EXCERPT FROM AN INTERVIEW WITH DAWN RICHARDS In this excerpt, Dawn Richards answers the question: “What are some of the benefits of DRA Consulting`s one day Customer Service Workshop – Introduction to Customer Care?” Interviewer: Can you tell us about the Introduction to Customer Care Workshop. Who is it for? What will …