Customers of the World Database
Customer Experience stories from around the world
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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.
Finding answers
For those customers with strong, negative opinions, should you really be finding that out via a survey? Shouldn’t your organization already know that the customer had an issue or isn’t happy with your company? It shouldn’t take a survey to figure that out.
Compassion
In this year of upheaval, small acts of kindness and compassion stand out even more.
Change
You can only change what you are aware of.
No matter how long it takes
The employees were more concerned about the customer’s project being done correctly that keeping score of how many times they had to tweak the paint color.
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.
You’re going the wrong way
Customer Experience has always been important for customer retention, but now health and safety has become a large portion of it.
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.
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.
Oh so trendy
Businesses going out of business is also sometimes a trend, but not one I’d recommend following.