My 7-year old was taught (me too, apparently) by The Wiggles last week an annoying but memorable (and applicable) truth: When in doubt, before you shout, “Stop. Think. Breathe.”
As a business leader, before you call for more customers, ask yourself: “What’s not exceptional about our customer experience”? People expect the expected. What’s unexpected? What does EVERY customer actually experience in common? Are any of them raving fans? Why aren’t they? Usually it’s minor adjustments, set in stone as new steps that everyone is held accountable to implementing, that build a consistent, memorable and exceptional experience.
So…with all the time you spend on “other stuff”, do you have a 1-hour time block to periodically walk through your customer experience as a customer…and list the “unexceptionals”? And ultimately…are you willing to do something about it?
Reality check: Your customers are doing that every day (with your competitors too). Tick tock. Tick tock.
