Managing the Customer Experience is Good Business

Customer Experience Management is Good Business

When we consider customer service and it’s basic premise, it really comes down to the fact that it’s just the right thing to do.  If people pay me money for something, I can’t imagine a scenario where it wouldn’t be the right thing to be appreciative and deliver the best service possible.  If you are trying to profit from your products and services, and people are willing to pay for it, why on earth would you treat them indifferently or with aloofness?

Customers Deserve the Best You Can Provide

Customers are the driving force of any business.  It makes good business sense to treat those who sustain you with respect, genuine caring, and customization.  Too often, we tend to let our customers become a hassle to us. Granted, we all have days when we just can’t accomplish anything or we have those few customers who truly do cross the line.  We need to recognize that these are the exception, not the rule.  Most of your customers are pleasant people and deserve to be treated as such.  Again, they are giving you money.  When we were young and we received a few dollars from an aunt or the Tooth Fairy, didn’t we hold them in high regard?  Well, now that we are adults in business and depend on customers to remain in business, we need to hold them in the same regard.

How Pleasant is it to do Business with Your Business?

Consider your business as objectively as possible.  Would you want to do business with your company?  If not, they why specifically?  Look at all of the customer contact points.  Consider the portals through which your customers access you – web, phone, store, office, etc.  What works and what doesn’t? What are pleasant experiences and where are the barriers or obstacles?  Who or what would make you want to return?  Who or what would make you want to leave?

Please comment below on the biggest obstacles you’ve found in business as well as the nicest surprises you’ve found.

Please share your thoughts and opinions here...