Customers of the World Database
Customer Experience stories from around the world
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What’s my motivation for this scene?
What incentives are you directly or indirectly offering your front line staff?
“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.
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.
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.
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?
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.
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.
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.
Free advertising
So easy to do and pays off in the end.
Business development or business denied?
If this is how you treat a potential client, how do you act towards your paying customers?
Where the best ideas come from
Sometimes the best ideas come from your customers. Listen and learn.
Virtual experiences
That effort, of doing what you can, rather than focusing on what you can’t, will be remembered by your customers.
What not to do
Not only does this type of action look bad, it makes customers less likely to return when classes resume.
Brave new world
By now, we all understand that it isn’t business as usual, but what does that mean exactly?
Communication
Each customer transaction is an opportunity to show a customer who you are as an organization – your ethics as well as your quality of service.