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Are you easy to do business with or are you difficult to do business with?  The processes that organizations create for their customers to buy from them or communicate with them, many times makes the customer experience such a negative, that the customer goes somewhere else next time.

For example, when was the last time you ordered a piece of furniture to be delivered to your home?  As I write this blog, I am waiting on a call from the furniture store to let me know when they will be delivering my new recliner chair tomorrow.  Its 4 p.m. and I have no idea of what the window will be for their arrival; therefore, my whole day tomorrow, is held up and can’t be planned.  This is looking through the lens of the organization and not the lens of the customer.

Processes impact the customer experience and if they are too cumbersome, complex, or difficult to navigate through – it really doesn’t matter how nice and friendly your employees are, because you’ve already disengaged the customer by the time they get to them.

Talk to your employees and ask them what are the processes that customers complain about the most and start looking at those.  Many times processes are in place because that’s the way it has always been done.  And maybe now is just the time to do some updating!

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