Customer experience is the set of perceptions a customer has with a supplier of services or products throughout that customer’s experiences of buying and
using what that supplier sells. Positive customer experiences result in customer
behaviors that enable businesses to attract more, retain more, sell more, sell for
more, and do more.
Customer experience is often categorized in three dimensions: retention,
efficiency, and acquisition. Let’s consider what your company does to provide
customer service in those three dimensions:
Retention. Establish trust while building lasting customer relationships through
positive service and sales interactions.
Efficiency. Eliminate waste and add maximum value for efforts performed
while serving needs in the most cost-effective manner.
Acquisition. Deliver experiences that leverage your customers in growing your
business, improving revenue, and adding customers—while selling more
products and services to current customers.
Thing is, during anyone’s career, sometimes it gets weird—and getting weird can .......................
(Warning: these practices may work for some people, but we take no responsibility for the strangeness that may cause in your life. Although, as a lifelong advocate of eccentricity, I encourage you to try them on.)
to steel your team’s beliefs. “In business you can’t turn over the reins to someone who doesn’t know how to defend their own ideas and plans,” Like an ancient Sophist, you should argue with your colleagues about what they are thinking and doing. Debate forces them to articulate their own motivations and assumptions and do the same for you.
You need to be ready to call someone out. If somebody is bullshitting you, tell them. They need to hear it. Being endlessly deferential is a shortcut: instead of doing the hard work of advocating truth, you take the “easy” route of suffocating in passivity. And remember: you can train yourself to communicate better.
It’s healthy to have high standards. Mastery is uncompromising. As a Production Director once told me, you have to be willing to be great, which requires ruthlessness.
Some people go their entire lives having never thrown or taken a punch. It’s just a punch. Some people live their lives afraid of rejection. Getting told “no” isn’t the end of everything you hold dear. Neither is being left out. In fact, it’s healthy.
Yes, we know that you’re incredibly popular and hip and you never eat alone and you can work any room. That’s great. But if you ever want to grow internally rather than court external validation, you need to get away from all the people. Reflect. Care for your inner introvert.
These are just and handful of the highlights from my reading. You could view these as…
I recently finished reading The Strategy Book by Max McKeown. Max is an author, consultant and speaker. He has an MBA and a PhD from the Warwick Business School