Customers of the World Database
Customer Experience stories from around the world
Search the database for customized topics:
- General Advice
- Customer Issues
- Repeat customers
- Online operations
- Growth
- Communications
- Customer Satisfaction
- Customer Loyalty
- Building Relationships
- Questions to ask yourself
- Employee Experience
- Marketing
- Product Development
- Customer Experience
- Customer Interactions
- New Customers
- Business Operations
- Complaints
- Customer Retention
- Front line employees
- Business Development
- Operations
“How Can I Help” And Other Hypocrisies
Don’t just talk the talk, you need to walk the walk too.
Don’t Try to Impress
Don’t tell customers how much value you are providing for them, show them by actually providing value to them.
But our store is so safe!
Think of the end-to-end journey. It might be longer than you realize.
Customer satisfaction vs. customer loyalty
Are you focusing on the short term, the long term or both?
In 2021, it’s not the same product and not the same experience
The thought was good, however, the execution was not.
Looking in all the wrong places
There’s a common misperception that Customer Experience is Marketing, however, it’s not.
At the core
The words and actions of employees become part of “who” an organization is and what it stands for.
Do you know who your customers are?
Or do you just assume?
We’re listening
Flexibility and adaptability will be the two most useful skills for organizations heading into 2021. How adaptable are you?
You might want to think about that
Prove to your customers that you understand what they are going through. Don’t prove to them that you don’t.
Get back to normal or preparing for a changed world?
“Getting back to normal” seems to be a popular phrase right now, but it’s misguided.
Finding answers
For those customers with strong, negative opinions, should you really be finding that out via a survey? Shouldn’t your organization already know that the customer had an issue or isn’t happy with your company? It shouldn’t take a survey to figure that out.
Where customer retention begins
Do you sometimes believe your interactions with customers don’t impact your bottom line?
Missed opportunities
Customer retention doesn’t just happen. It requires taking action to build relationships.
What? Where? Who?
The fault lies not with the employee, but with management who hasn’t empowered their staff to enforce protocols.
“I don’t have 20 minutes to talk to you”
If your organization takes over a year to solve a customer’s issue, the problem is not with the customer, the problem is how your organization is dealing with it.
“Growth” does not mean more customers
Simply having more customers does not automatically make your organization better.
Make things easy for you and for them
Too often, organizations make things more complicated than they need to be.
Organizational development
The organizational structure that worked 30 years ago cannot possibly be effective today. The world is too different. The way customers interact with your business is too different.
Don’t be so quick
What was true for a customer yesterday might not be true today.