Photo courtesy of Pixaby
I live for teaching and speaking about how to give outstanding, knock-your-socks-off customer service. I share ideas on how to expand company profit margins, increase employee morale/productivity, how to retain existing customers and get new ones.
For many years, I have spoken about the importance of knowing your customer. It’s the best way to anticipate their needs, fulfill their wants and to get in front of and solve potential problems. Some businesses claim they know the secret to winning customers. They say it’s the quality of their product or service, however, a Walker study shows that by year 2020 (less than 3 years from now), the customer experience will overtake price and product as THE key brand differentiator—and you HAVE to know HOW to deliver that experience and one of the ways is to understand how to manage the digital experience.
Kevin Cochrane, CMO of Jahia, a digital experience management provider, is an expert on digital marketing. He says, “To deliver on the next generation of customer experience, it’s not about targeting, personalization and acquisition; it’s about what happens when you already are a customer and login. I expect you to know me by name, my preferences and everything I want to buy from you or have bought from you. Every single employee needs to know exactly who I am.”
Mr. Cochrane is spot on with his statement. Consumers are becoming less patient with organizations who cannot identify them and their needs within moments of logging in, calling in or walking into an establishment. This is applicable to doctors, dentists, hospitals, auto dealerships, hardware store, printing companies, airlines, hotels, grocery stores…the list is endless.
Another way to deliver outstanding customer experiences is to protect your clients’ personally identifiable information and not sell it to third parties. Trust me, you will stand out from your competition.
Make it a great day.