Be Different or be dead

May 5, 2014

For the best customer experience, who should set the rules?

Source: Unsplash

Some organizations talk about providing customer service but what they really mean is enforcing their rules that define how customers are “allowed” to do business with them.

How they buy a product. How they get information on products. How they pay. How they register a complaint.

Customer service isn’t about controlling people. Nor forcing them to do things they don’t want to do.

It’s about serving them.

Who typically influences the rules that control customer engagement? Internal Auditors. Systems Analysts. Process Engineers. Efficiency Experts. All focused on “the inside”.

Something’s missing.

It’s about time the real “C-Suite” be invited to help design the customer engagement process and the rules that should govern it.

Do you regularly review your rules, policies and procedures with your customers?

Do you allow them to help determine what they should look like?

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 5.5.14 at 03:58 am by Roy Osing
• Permalink