So….What’s So Hard About Creating Good Customer Experiences?
by Bill Gessert
The one thing we all have in common is that we are consumers. We go to the grocery store and buy food. We go to the dry cleaner and have our clothes cleaned. We buy gas. Someone will even someone pump it for us if we are filling up in New Jersey! We go out to eat, and there is a server there to take care of us. We travel….wow….how many “service” people touch us when you travel??!!
So my question to you is really simple. How much of that service is….good? I am guessing not so much.
I am a consumer. When I go out to eat….travel…shop…no one knows that I serve as President of the International Customer Service Association. If they did, I am guessing their service would be VERY different. But they don’t….and sadly, it is not.
Take the guy at the Apple store who after he checked to see if they had yet replaced the pads on the bottom of my MacBookPro, upon learning they had not after a full 70 minutes…just did it himself in ten minutes! Nice job Adam! Thanks for the great service.
Or like the small business owner of “Runner’s High” in Metuchen, NJ who takes the time to ask about my running style, my weekly mileage, what hurts, what doesn’t, and then makes shoe recommendations based on that information and NOT on which shoe brings him the best profits. He also won’t let me buy a pair of shoes until I lace them up and head out of his store to take them on a “test drive.” That, is great service and an outstanding customer experience!
Or even the dude at the Kiosk in the mall selling a variety of flavored popcorn who went well out of his way to refill my tin telling me to go shop while he took care of it. And when I returned, he had packed an additional bag of my favorite flavor at no charge, just because he appreciated my business.
These are examples of good service. They are real. They are just WAY too infrequent. So my question is, why? Why, when the world should know that good customer service can clearly separate one company from the next, why doesn’t every company provide exceptional service? Are the above examples just random…accidental…the result of just three individuals who actually care?
Are the poor experiences many of us have as customers systemic to our society in general?
Do companies just not care enough to take the steps necessary to ensure positive customer experiences on a consistent basis?
Do front line service providers just not care enough? Are they not rewarded enough? Have they not received the right training? Is no one developing them?
I have plenty of thoughts about all of this, but this blog is intended to be a forum for sharing. So I really want to know what YOU ALL think about this! So respond! Share your thoughts. You’re all consumers. Most of you are customer experience professionals.
What do you think!? Add your thoughts and comments to this blog, and then plan to attend the ICSA Annual Conference in Jacksonville, FL this September 22-25. There, you will be able to join the conversation with hundreds of your fellow customer experience professionals!
Now, please join the conversation and share your thoughts!