If you’re delivering the same customer experience today as you were in January 2020, you’re doing things wrong. To help you get it right, let's talk about a brand that is “blowing up the box” on their customer experience. First up: Hilton Hotels.
Due to the COVID-19 pandemic, shaking hands or giving hugs when you greet someone is likely a thing of the past. This pandemic has accelerated and intensified the need to reinvent the customer experience, too. We need to reinvent the handshake and CX – and we need to do it right now.
Today I'm discussing change & consistent CX. Today you need to either keep pace with change or risk failure. And when it coems to CX, organizations need to be consistent because the experiences created for customers are the pathway to success or failure.
The importance of exceptional service was ingrained in me before the term “customer experience” was ever created. My grandfather, and then my parents, operated the business with the following mindset: “The customer is always right – even when they’re wrong.”
Customers are a finicky bunch. It only takes one bad experience to destroy loyalty to a brand. Businesses everywhere are looking to earn and keep the loyalty of customers, and in most cases they are falling short because they don’t deliver a great experience. Businesses must: Create Lifetime Loyalty: Businesses have to keep a customer’s … Continue reading “Are you creating customers for life…or customers for now?”
Problem solving. That’s what we do. Given the nature of our business, when we’re working with a new customer, we’re often tempted to jump right to visualization – to show what we’ve done for others as a way to frame and define what we can do for them. In the instances where they want to … Continue reading “Asking the Right Questions”
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