"Customer Experience" is haunting me this week.
Last Friday, I attended a presentation by Bill Leinweber, owner of Landmark Experience Consulting, entitled "Stop being 'Customer Centric' and Start Getting Customer Serious." One of the concepts I found most interesting was the idea that once a new customer is acquired (after all that wooing) what happens then? Is there a system in place to make sure all that wooing wasn't for naught. Convincing them to buy is only the beginning after all. Are the communication channels of your business open? Does everyone even know this is an important new customer, who should be getting at least a little special attention?
Just a few days later I was discussing my boss's recent business trip and there it was again, customer service. He arrived at his hotel and was very impressed with the friendliness and helpfulness of the staff. Everything seemed to be going great and then the business portion of the trip began. And bam . . . positive experience wasted. As helpful as all the hotel employees had been to that point, the people he encountered in the business center were not. And of course the good experience only helped to highlight how bad the bad experience was. So bad in fact, the group is considering not holding their meeting there next year.
It is so easy for one person to spoil what should be a triumph, but it is especially easy if that one person doesn't even understand what is going on.
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