One Customer Is All It Takes…

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Value of One Customer | Golden OneAs we touched on recently in the The Magic Number in Customer Experience is Two, we can easily get sucked into data, cohorts, personas, analytics and the like and forget about the individual nature of our customers’ experiences. On the front lines and on the Internet, one customer can have a marked impact on our organizations.

One customer is all it takes…

  • To tell a friend how great your customer service is.
  • To put your entire team in crisis management mode.
  • To give you insightful and actionable feedback.
  • To sing your praises to 100 people.
  • To broadcast your failings to 1,000 people.
  • To make you reconsider your systems.
  • To make you reconsider your career choice. :)
  • To give you advanced warning of a larger issue.
  • To give you a great idea for a product enhancement.
  • To give your competition one more customer (and you one less).
  • To give you a heartfelt thank you that makes your day.

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We’ve written previously about the concepts of primacy and recency. They dictate that in any encounter we tend to remember what happened first and what happened last.  As customer service professionals, we know that first impressions matter, but what if you used that first impression to set the stage for your customer and your employee? […]

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Customer Before Employee, Employee Over Customer

Customer Before Employee, Employee Over Customer

I’ve been working on some of the early chapters for my frontline customer service book this month, and one of the topics I’ve been focused on is the importance of a good customer service mindset. Crucial to this mindset is the fundamental belief that we are there to serve our customers. At its most basic […]

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Meet Jeannie Walters! Jeannie Walters is the Chief Customer Experience InvestigatorTM/Founder of 360Connext, the only global organization specializing in Customer Experience InvestigationTM, a trademarked process of walking in the customer’s shoes for a truly objective view. She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 […]

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Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Volume 29: March 2014 Thoughts on the Customer: Creating Customers For Others “I don’t know the key to success, but the key to failure is trying to please everyone.” Bill Cosby I […]

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Introducing The Faces of Customer Experience

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Recently we posted a blog on the significance of the one-on-one relationship in customer service. Although technology is replacing an increasing number of human interactions, the majority are still defined by the one-to-one experience. While touch points that do not involve a one-to-one interaction abound, rarely do these impact the customer experience as deeply as direct, […]

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There is one thing you must know up front about Spin Sucks: Communication and Reputation Management in the Digital Age: This book was written for you, not for public relations professionals. Spin Sucks is based on the popular Spin Sucks blog and is written for business leaders like you and me who “need to better […]

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