Your Presence is Required
Posted on Thursday 07 June 2007 at 06:13 am by Matthew Newnham
Providing consistently great customer experiences requires a number of things to come together smoothly, time after time. But if there's one thing that can make the biggest difference, that any company can do, without spending any extra money, it's this: be present when you're with your customers. Is that it, you may ask? Yep. Ah, well great, because we already do that. Really? In the busy world we live in, where most businesses focus on achieving their goals (when they're not looking inward to manage problems), how actively are businesses actually listening to their customers? Let's take a single conversation...
Now let's look at the wider picture. Are you actively engaged in an ongoing conversation with your customers, where you get frequent, meaningful feedback, good and bad from your customers? Do you spend time with them to ensure they're enjoying the best possible experience with you and your business? Do you have this conversation with them without always trying to sell them more products and services? Do you help them to get the maximum benefit from what they buy from you? Do you regard the relationship as 'supplier-customer', or 'partners'? Do you enjoy - and look forward to - dealing with your customers, or do you regard them as a 'necessary evil'?
How you think about your customers will show up in your attitude, communications and conduct.
This post has been filed under: Service
Entry tagged as: concentration, focus
This post currently has 3 comments. Something to say? Why not leave a comment?
Permalink for this post
Comment # 1 of 3 comments for this post
Comment left by Garret Bond on Tuesday 25 March 2008 at 12:41
exhaustiveness liguloid irreducibility chemigraphic didnt trantlum subcool liar
<a href= http://www.oska.org.uk >Orkney Sea Kayaking Association</a>
http://www.angelfire.com/rpg2/embyrhaven/
Comment # 2 of 3 comments for this post
Comment left by Tabitha Matthews on Friday 18 April 2008 at 22:08
exhaustiveness liguloid irreducibility chemigraphic didnt trantlum subcool liar
<a href= http://www.cnn.com/US/9909/13/disaster.mash/index.html >Special medical units ready to help hurricane victims </a>
http://www.caymanmama.com/
Comment # 3 of 3 comments for this post
Comment left by Paula Savage on Thursday 13 November 2008 at 02:51
rr6x9qp6qjvh115t
Leave a comment on this post...
My passion has for some time been the Customer Experience, stemming from the Harvard Business Review article, ‘Welcome to the Experience Economy’ (Jul-Aug, 1998), and fuelled further by sources such as Robert Jones’ ‘The Big Idea’, Paddy Lund’s ‘Building the Happiness Centred Business’ and Colin Shaw (founder of http://www.BeyondPhilosophy.com and noted author of three books on the Customer Experience and how emotional engagement can drive significant financial value for businesses).
I draw on examples of excellence such as Orange (as was), Prestonfield House Hotel (a labour of love by James Thomson, one of Scotland’s outstanding ambassadors for excellence, his restaurants and hotel attract world celebrities and clientele from far and wide, with everyone being equally welcome), Seattle’s Pike Place Fish Market (it’s not about the fish!) and Singapore Airlines (beyond wow...).
To find out more about the author, and customer experience in general, why not visit the 'About' pages
If you like reading this blog on a regular basis, why not subscribe to the RSS feed and be sure to get everything as it happens
A tag cloud gives you a visual representation of the topics written about on this blog. Clicking a tag in the cloud will take you to all posts that relate to that topic.
Each entry is filed under a category, which captures its overall topic. To read all articles on a particular category, click on the category link below.
You can see all the articles we have available in our extensive library, which you will find in the archives
You can see all the articles we have available in our extensive library, which you will find in the archives
Read comments left by readers...