Customers of the World Database
Customer Experience stories from around the world
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Third Rule For Working With Customers
Use the opportunity to show that you are a leader – to the customer, to your organization and to yourself.
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.
It’s a secret
No one is a mind reader, least of all your customers. They have other things going on in their lives.
Why am I not special anymore?
Creating good quality products can be difficult, but creating a good quality experience is not and the payoff is well worth it.
“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.
“Personal Touch”?
Automation is great. It is. It’s a wonderful time saver, but it can also keep you away from your customers. And then your customers might stay away from you.
Hey, Nice Box
A repeat customer all because the product arrived undamaged. That’s it. That’s all it took.
Wait, What Kind of Business is This?
If you can’t stand sweat, you probably shouldn’t run a fitness studio. If you can’t stand the heat, get out of the kitchen.
A Home Run
They seemed to understand what their customers might be feeling, not just the problem they were having.
Thanks, but no thanks
In theory, it was a terrific idea. In reality, it wasn’t.
To open or not to open
To open or not to open, that is the question.
Give them the tools
When a customer service representative is empowered, great things can happen. But first, they need to be given the proper tools and resources.
Apples to oranges?
Customers aren’t stupid. Don’t treat them as if they are.
Stop “delighting” your customers
Customers do not want to be “delighted,” so stop trying to “delight” them.
But our store is so safe!
Think of the end-to-end journey. It might be longer than you realize.
Customer satisfaction vs. customer loyalty
Are you focusing on the short term, the long term or both?
Looking in all the wrong places
There’s a common misperception that Customer Experience is Marketing, however, it’s not.
Do you know who your customers are?
Or do you just assume?
Fresh starts
There’s always an opportunity to do better and to be better. Use it.
Do you know what’s important?
Organizations that have seen their revenues plummet because of the pandemic fall into two categories.