Customers of the World Database
Customer Experience stories from around the world
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A Difficult Customer
Customers like this may appear to be difficult, but actually they are wonderful for a business.
“How Can I Help” And Other Hypocrisies
Don’t just talk the talk, you need to walk the walk too.
Friendliness is not overrated
“Growth” is a buzz word in the business world, but how do some organizations think that will happen if they treat their customers terribly?
Customer satisfaction vs. customer loyalty
Are you focusing on the short term, the long term or both?
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?
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.
We have fresh muffins today
There’s a difference between upselling and offering a customer additional options that might interest them. The difference is more than semantics; it’s about intention.
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.
Change
You can only change what you are aware of.
What’s my motivation for this scene?
What incentives are you directly or indirectly offering your front line staff?
“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.
Oh so trendy
Businesses going out of business is also sometimes a trend, but not one I’d recommend following.
How are you different?
Do you know what sets your organization apart from others? Do you know how your current customers, past customers, or potential customers would answer that question?
It’s not what you say; it’s how you say it
Customers aren’t generally motivated by threats. Customers are motivated by incentives such as their own health & well-being.
It’s not you, it’s me
It’s not your customers’ job to save your business. It’s yours.
What is “normal?”
All this talk lately of “getting back to normal.” But the world will never be “normal” again. The organizations that are struggling the most are the ones trying to do “business as usual” rather than developing new identities, new business processes, or new procedures.