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?
Granted, you don’t necessarily have to eat your own cooking, but you must at least think vicariously enough to put yourself into the customer’s shoes. You have to be able to imagine what the customer will experience as he or she does business with your company. Some of these opportunities are so obvious yet so many companies miss them completely.
For example, how easy is it for a customer to resolve a complaint? When the proverbial right hand does not know what the left hand is doing occurs, the customer is always the short-term loser, and your company is always the long-term loser. However, when your company has created, reviewed, and continuously refined its problem-resolution processes, then both your customer and your company are the short-term and the long-term winners.
Unfortunately, those win-win solutions will not happen unless you take action. Given all the positive results that are in store, today is the perfect day to eat your own cooking.