This week’s ICSA Blog is provided by our Guest Blogger and former ICSA Conference Keynote speaker, Jeanne Bliss.
Jeanne has authored several outstanding books regarding the customer experience including: “Chief Customer Officer”, and “I Love You More Than My Dog!” You can follow Jeanne’s Blogs here: Jeanne Bliss.
Do you want to be loved by customers?
Imagine customers in their lives. Get to know them. Understand what is important to customer and obsess about the moments when you intersect their life. Then deliver something that makes those moments better. With your actions, show customers that you make decisions with their point of view in mind. When you do, they’ll buy more from you and tell everyone they know.
Beloved companies won’t operate from the middle of the road of indecision and non-commitment. Beloved companies spend their days (and nights) obsessing about how to be there for customers on the customers’ terms. They imagine customers’ lives. And they think and rethink how they will conduct themselves so they can constantly earn the right to customers’ continued business.
Companies that understand that it is emotions that bond them with customers obsess about getting to know who their customers are and what they desire. When a company taps into these emotions and desires, they open up a world of possibilities that can capture the imagination of their business. And that leads to uncommon decisions that separate them from the pack. It grows their business.
So, what are your thoughts in this subject? Join the conversation and share your comments!