I recently supported the Awards International CX Awards as a judge for the second time. It’s great to see the ongoing focus on customer experience of the entrants and seeing some of their reactions to Covid impacts. Some of them however stood out more. Those that have truly brought their employees with them and created solutions together.
Recent months have affected us all in different ways from both a business and personal perspective. Habits have changed. I’m shopping more locally but also thinking more about what I need and what I don’t and more consciously trying to keep in touch with friends and family as it’s easy to lose that when there are no gatherings. I for one miss that interaction.
So let’s put this into customer thinking….
Are you in touch with your customers?
Ask yourself the following (honestly):
Are there things you instantly think you could do better now you think about it?
Can your own experiences shape your approach to customers?
This is something I feel is a great way to drive improvement. I often think about what I like / don’t about the service I receive and how I would support the improvement given the opportunity…..
Here are some examples of my recent experiences:
I don’t know about you, but with some many things on the go – isolation, home schooling, work, entertaining children – I want other things to be easy.
How fast are expectations changing?
So are my expectations greater now than in the past – yes. The leaders in service set our expectations and we expect others to follow – across all sectors.
I’m not asking for same day delivery – I’m asking for the product I want, to be right, to be delivered on time. Or for a services – for my contact response time to be minimal and my query answered first time ideally. That’s not a lot to ask.
Expectations are changing as fast as the leaders are driving them. You only have to look at Amazon this year, accounting for around 47% of retail sales I believe. It’s not the cheapest anymore, but it’s simple, convenient and reliable.
If you’re not doing the basics well, you won’t be chosen.
People don’t want to spend more time than they have to – if it takes too long, they won’t come back – unless they have to. But once they don’t, they will leave.
Meeting or exceeding expectations is the way to retain. So now for the great things I’ve seen over recent weeks – I’ve spent much more time remembering these (key point!)
So what can we learn from our own experiences?
I could go on – but I think you get the idea.
Think outside in….
and you’ll be on the right track