customer experience

The Customer Experience Series: The Customer Experience Is What They Say It Is






Think what you will, but the customer experience is exactly what your customer says it is. Their perception is their reality, and their perception is all that matters. To put it more succinctly: the perceived experience is what matters. How is the experience with your frontline team perceived by your customers? Would customers say that(…)






The Customer Experience Series: Tiny Hurdles & Miniature Hassles






As we learned in the previous post, little things like eagerness can have a huge impact on how your company’s service is perceived. At Chick-fil-A, for example, having eager employees who serve decent fast food with manners makes all the difference. Conversely, little inconveniences I call Tiny Hurdles and Miniature Hassles can have an adverse(…)






The Customer Experience Series: Are You Eager?






Wanting to serve the customer – being downright eager about it – is easily projected. Customers feel this and they appreciate it. Moreover, the more eager you are to serve, the more likely customers are to forgive mistakes. You cannot hide genuine eagerness. Likewise, you cannot hide a lack of genuine eagerness. Being eager, I(…)






The Customer Experience Series: The Customer Is Not Always Right.






You’ve probably heard (more than once) that the customer is always right. They are not. Of course, they don’t have to be right. They are your boss’ boss. They pay the bills. The customer is not always right, but they are always the customer. Now that we understand that, let’s talk about what we mean(…)






The Customer Experience Series: Why Does Good Customer Service Matter?






Over the years, I’ve met a number of department managers (even those making their living in the sales arena) that will openly question why the customer experience matters? Why, they’ll ask, do we need to focus so heavily on doing more than just delivering a good product at a good price? Why isn’t ‘good enough’(…)






Millennial Studies are Stupid






Car Dealers Want to Know How to Attract and Sell the Millennial Buyer In 2015, I attended a meeting where I observed an “expert” on Millennial Buyers as he addressed a gathering of dealer principals. This “expert” was himself a Millennial, so the OEM who paid five figures to arrange for this “training” felt as(…)






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