Customers of the World Database
Customer Experience stories from around the world
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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.
Especially for you
Everyone likes to feel special, even customers.
New year, new _____?
What changed in 2020? Everything and nothing.
Transfer or translation?
The online experience is much different than an in-person one regardless of industry. It’s not better, it’s not worse, but it is different.
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.
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.
Big box store, individualized personalized attention
When one thinks about big box stores, we tend to think of slick corporate offices, employees who want you in and out as quickly as possible, pallets full of name brand inventory. Cold and impersonal efficiency.
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.
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.
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.
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?
Watch this rabbit disappear
Once trust is gone, it’s difficult to get it back.
You like me, right now, you like me!
It doesn’t take much to treat your customers with thoughtfulness creating a genuine human connection, but the payoff is huge.
“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.
Full-service farmer’s market
What set this market apart from others happened at the cash register.
Thank you
As customers, we want to know that our purchase was appreciated.
Going above and beyond
“Going above and beyond” is not providing services your customers do not want.