Sometimes I am amazed at the customer experience of some companies. That amazement is from the positive side but unfortunately, it is sometimes from the negative side. When I encounter an amazingly good customer experience, the first thought that comes to mind is that this company knows what it is doing. When I encounter an amazingly bad customer experience, the first question that comes to mind is do these people ever eat their own cooking?
Depending on your position in your company, you might be somewhat removed from your customer experience. That is why you should occasionally look for opportunities to eat your own cooking. Force yourself into the same customer experience that your external customers are facing by doing one or more of these sampling techniques:
- Use one of the products or services.
- Dial into the customer service phone number to see if you can resolve a question.
- Go to the company Web site to place an order.
- Physically visit the nearest store location or office.
When it comes to the customer experience, some revelations only come by direct personal involvement. Maybe it’s time to sample your own cooking.