Customers of the World Database
Customer Experience stories from around the world
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Covid Theater
There’s been some criticism of “hygiene theater” vs. what actually keeps people safe.
In who’s best interest?
If you’re in a position of power, you may indeed feel powerful. But that power can be taken away if it is not used correctly.
“Helpful” isn’t the same as “controlling”
To be truly “helpful,” an organization must understand the customer’s needs and make life eaiser for them. Not more difficult.
Anticipate needs
Because of this fact, the organization knew that buying habits might also change.
Thanks, but no thanks
In theory, it was a terrific idea. In reality, it wasn’t.
Do you know what is going on?
While it’s not uncommon for an organization to email a survey to a customer after a store visit; it is uncommon for an organization to not understand their own current protocols.l
To open or not to open
To open or not to open, that is the question.
Apples to oranges?
Customers aren’t stupid. Don’t treat them as if they are.
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.
Year end
New year, new outlook, new possibilities.
Who has the power?
When a customer calls into a customer service center, they are only calling because they have a problem and need assistance in solving it. They aren’t calling to ruin a staff person’s day and they aren’t calling to be a pain in the neck. They are calling because they need help.
Quality control
Two different organizations both faced a customer service issue as they each had a customer who was sent a defective product.
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.