Heston Blumenthal has spent most of his career amazing people. The world-famous British chef; who is renowned for his unusual culinary concoctions such as Edible Fairy Lights, Exploding Potato Donuts & Black Pudding Chocolate...
Yesterday, I had a somewhat lengthy debate with someone on LinkedIn relating to an article they posted called “Is Customer-Centricity Already Irrelevant?”. The thread of the discussion can be viewed here.
By the end of the discussion, we had largely agreed on many of the points of the debate; however I still believe that there is a major difference of opinion about what Customer Centricity actually is
This subject has come up in a number of articles that I have been reading recently. In one article the correspondent posed the question as to why, despite there having been a significant growth in the number of professionals carrying the title “Customer Experience” over the past few years, there doesn’t seem, on the whole, to have been a significant improvement in customer service or experience across business and industry. And he’s right of course.
This is a tough mindset shift for some businesses, however this is the same message I deliver to many of my clients when developing Customer Experience and/ or Complaints Management programmes for them. The business should be looking to actively encourage complaints. Not only to come up with new ideas, but also find out the truth.
Gone are the days when businesses could rely on crafty salesman alone to sell their products and services: today's customer is only a click...
Today's customer is only a click away from obtaining a huge variety of information about your brand and the things that you sell.
This highly informed customer wants you to know as much about them as they know about you.
This is because great interactions with customers begins with knowing your customers wants and needs.
Given that you aren't able to meet each and every one of them, how can you achieve this?
The answer is through research: studies in social psychology and customer satisfaction reveal consistent patterns of human behavior and the thoughts that people hold about the brands they interact with.
Help Scout showcases in this Infographic, 10 of the most important things that your customers wish you knew about them
"It’s no secret that the customer experience is critical to business success. However, creating a memorable customer experience doesn’t materialize from simply having a solid brand or an outstanding product, but rather from using detailed insight into past customer behavior, buying habits and individual feedback. [...]
Dashboards are often leveraged within an enterprise to not only present a requested snapshot of accurate data, but also to provide the data in a visually appealing manner, which helps businesses analyze volumes of data from several months or even years."
Customers and their suppliers are like two sides of a coin. It has taken some time until companies have realized that their customers have a life of their owns, in an environment of perception and experience that is definitely different to the one of suppliers of goods and services. Customer experience, the complex aspects of individual perception, can vary largely from customer to customer. Understanding and respecting this has opened a new world of possibilities to serve customers according to their own requirments and targets. As we deal with these questions on an ongoing professional level, we like to follow others who share our topic.
Self service is an emotive subject. It has both its fans and detractors; however there is no doubt about it – it’s here – and it’s here to stay! That being said, there is still quite a lot that is misunderstood about self-service. Is has enormous potential benefits for both the customer and the organisation; however it also has the potential to create distance between the two. What organisations really need to get a handle on is where it can go so wrong, but where it can go ‘so right’ too!