Who Ultimately Owns The Customer Experience? - Click Software

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Who Ultimately Owns The Customer Experience?

September 16, 2008 ClickSoftware 0 Comments

4 Factors that will Make Customers Stay: 19 Jun 2008
Customers are really easy to please—if you know how. The basics are these four factors, which can be found on the Cust Serv blog, which in turn quotes the bHaratbHasha site. These make a lot of sense, too.

1. Accuracy: Give accurate information and billing of services. If you wouldn’t want to be duped. Also make it clear to your customers the process or procedure of doing business with them. It’s frustrating to feel lost and dumb.

2. Availability: Be always there for your customers, ready to lend an ear or a hand. And when you have made yourself available, be happy and attentive and make the customers feel that you genuinely want to help him out and serve him.

3. Partnership: Customers love it when they feel like partners and not strangers. All the more they prefer it when you treat them like kings. You see, like you, your customers want the service they deserve and more.

4. Advice: Put knowledgeable and professional customer reps in the front line. Let customers feel respected by having someone really capable of helping and serving them. It’s annoying to be speaking with somebody who cannot connect with you.

If 4 Factors are not formal enough for you, then how about 21 real world Lessons that can be read in less than an hour. Blogger Glenn Ross cites the short 81 page More Loyal Customers: 21 Real World Lessons To Keep Your Customers Coming Back by Kevin Stirtz as a worthy read. See more at http://www.stirtzgroup.com/.

In a conversation this week with a veteran subway train operator, I was reminded of the fact that we are each the ultimate owners of our customer experiences. Ownership has rights and responsibilities. My airplane experience may be impacted by a late take-off if I don’t rise out of my seat and help a struggling senior citizen lift a roll-away into the luggage bin. But if an unruly youth on the subway is “disturbing the peace” do I risk being confronted by a “piece” and ask the youth to act more courteously? Perhaps so, perhaps not; other factors would come into play, but either way the “experience” is mine, and the train operators are limited in their ability to ensure my positive experience. Understanding the service operators’ limitations makes me a “righteous” consumer. Now, were the service provider’s limits clear to me? And as a service provider to the extent that I economically push beyond existing service boundaries, will I not create competitive advantage for myself?

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