Tuesday, April 14, 2009

Do you feel lucky today?

As customers we are impatient, demanding, time starved and knowledgeable. Given all that, we know what we want and when we want it. And contrary to popular belief, it does not always have to be fast. But it does need to be resolved by a competent person in a responsive manner. We really don’t want to be on hold for what feels like an eternity. But if and when we reach a human we want it to be the right person.

It is the same with your website, social media or however your customer chooses to reach you. If we have done the necessary navigation we want to know your company will respond with more than an automated answer to someone else’s question just not mine. We prefer to deal with one person, not two or three people who are not empowered to help us.

I love when I finish an interaction and feel, “I got lucky – I got the right person” or “Wow, that was easy”.

As a leader, what are you doing to make every team leader the “right” person?” Does every interaction leave your customer feeling it was their lucky day?

Customers are not that easy to come by. It is your job to make sure the customer’s experience is one that keeps them loyal.

No comments: