Customers of the World Database
Customer Experience stories from around the world
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Stop “delighting” your customers
Customers do not want to be “delighted,” so stop trying to “delight” them.
What “proactive” looks like
Being “proactive” is something that most organizations see as a good thing but so many don’t know how to implement the idea effectively.
Transparency
Transparency is not overrated. Customers want to know how they will be affected and what you are doing about it.
Touchpoints
There are many ways to serve your business as well as your customers. It’s only limited by your creativity.
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.
Don’t lose sight of the big picture
This is a new world but it is one that has created new ideas for providing customer satisfaction.
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.
Missed opportunities
Customer retention doesn’t just happen. It requires taking action to build relationships.
What’s my motivation for this scene?
What incentives are you directly or indirectly offering your front line staff?
Valued customer?
Show your customers how you value them. Don’t call them “valued” and think that’s enough. Your actions will always speak louder than your words.
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?
Customer Retention 101
How do you know that you wouldn’t react in the same way? Who are you to tell someone their concerns aren’t valid? How do you feel when someone tells you that your own worries aren’t valid?
“Delight” your customers?
A customer wants to feel peace of mind when doing business with you, not that you give them the same pleasure as an ice cream cone.
For whose benefit?
By serving its customers and looking out for them, this organization is also benefiting. Win-win.
It’s not you, it’s me
It’s not your customers’ job to save your business. It’s yours.
Not enough
A great product has never been enough to get a sale and now it isn’t enough for a customer to walk into a store.
Thank you
As customers, we want to know that our purchase was appreciated.
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.