Customers of the World Database
Customer Experience stories from around the world
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“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.
Just so you know, you’re doing it wrong
There’s a way to work with customers that guides them to the result you want without offending or pushing them away.
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.
They are right in front of you
So when the world turned upside down last year, this organization didn’t know what to keep and what to let go of.
Anticipate needs
Because of this fact, the organization knew that buying habits might also change.
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
Gatekeepers
Front line employees are usually the gatekeepers for a business. They are generally the face of the company, sometimes solely representing an organization.
If a customer gives you money
It sounds like common sense, yet, time and time again, organizations act as though they are doing the customer a favor by taking their money.
Especially for you
Everyone likes to feel special, even customers.
Transparency
Transparency is not overrated. Customers want to know how they will be affected and what you are doing about it.
Tis the season
This has been a tough year financially for a lot of people and businesses and it is easy to fall into a feeling of despondency. But if a salesperson approaches a customer with a vibe of desperation, the customer will run the other way.
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.
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.
How to ask
Otherwise, don’t waste their time.
Compassion
In this year of upheaval, small acts of kindness and compassion stand out even more.
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.
Going out of their way
This is customer service.
Where customer retention begins
Do you sometimes believe your interactions with customers don’t impact your bottom line?