LOSING THE CUSTOMER IN CUSTOMER EXPERIENCE
I believe that to succeed, you need to become your customer to experience your customer’s experience.
“It’s All About The Customer.” This simple but often overlooked mantra IS what will define your company’s success. From the first word in your business plan through every customer interaction, put yourself and your team in your customers shoes; learn who they are, respect their time, their privacy and especially their intelligence.
And please, if you sell socks online, remember that, well, they are socks. Why do I keep talking about socks? I recently bought a pair online and began to receive a relentless number of unwanted emails that went like this:
- Welcome to our community. (I bought a pair of socks!)
- We haven’t heard from you. (because I bought a pair of socks)
- We miss you.
- What can we do to bring you back?
And my favorite:
- Breaking up is hard to do. (Ok- You can have the socks back)
Customer experience. We all have our pet peeves and I will share my top 5, but these examples are meant to demonstrate that somewhere along the way, these companies forgot to remember their customer.