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 wonder if this quote should be plastered inside the halls of every business in the world, because the truly great customer experience companies know who their customers are and who their customers aren’t. Great customer experience companies are willing to create customers for others.
Great CX companies make strategic decisions that help them to serve a smaller number of customers better, instead of a larger number of customers less effectively. Pizza parlors that do not deliver. Bars that prohibit smoking. App designers that focus on only one operating system. Whatever the choice might be, smart organizations know when to walk away from business to focus on their core customers and offerings.
A great example of this is Southwest Airlines, which does not offer first-class seating. Surely, this choice has alienated a highly profitable segment of the flying population, but Southwest decided that it was the right strategy to help it deliver a great customer experience. Despite this choice to provide less service options, Southwest has constantly ranked at the top or near the top in most customer experience surveys for airlines.
Sure, Southwest is creating customers for others, but hopefully, they are enriching the experiences of their own customers as well.
The Month in Customer Service Blogging
A collection of the best posts about customer service and the customer experience we read this past month. Read More