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 …
To a customer, changing his or her mind in the middle of a purchase seems like the most natural thing in the world. Now, let’s say the scenario relates to the purchase of a vehicle, where the transaction may be at the point where almost all of the paperwork is done and the decision may …
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 …
Have you ever witnessed a fracas between a customer and a frontline employee? For those who have not had the experience, take it from me, it’s usually neither a pretty sight, nor a pretty sound. For those of us who have been unfortunate spectators, it brings out a lot of sighing and head shaking. Often, …
I’m assuming that typically, a business would want to move from being a start-up, to being good and maybe ultimately, to being great. To me, a great business is one that is a great place to do business and a great place to work. A place where both customers and employees are extraordinarily happy (and …