Archive for the ‘Customer Experience’ Category

So, you may have noticed the other day I posted my first blog in over a year. It has been a busy 12 months and even longer since I closed my consulting business to focus on another incredible opportunity that presented itself to me. Due to the amount of time that it took to build my understanding of the new business and the role that I played in it, my blog took a back seat even though it was the fun side of my consulting business. Well the time has come to delve back into the blog and to put some focus back on one of the creative things that I truly love to do.

I wanted to take a minute to restate the purpose of my blog other than just being an outlet for me to be challenged, supported and critiqued for some of the thoughts that I put out there. My consulting work and my passion for many years had been the customer experience and it is still something that I am truly passionate about as part of my new role and as a consumer every day. The blog was to help consumers understand that they had choices for their hard working dollars and should not accept a bad experience when there are so many other businesses that would bend over backwards to earn their trust, respect and loyalty. Often times the blogs encouraged consumers to take the leap, do the leg work and make the move versus sticking with the existing business that was counting on us not to make the effort. On the business side of the customer experience it was about pointing things out to businesses that provided great customer experiences and those that didn’t. For those that did well it was my pleasure to share the amazing things with my followers, even if it was the smallest of things, as they often are the things that make the difference. On the not so good side, I would tell the story and then make a suggestion or two (usually with a little humour) that I thought might help those businesses improve their experience and ultimately keep their customers. You can see what specific experience drove me to start my business and blog by looking back at one of my first blogs here http://www.bomberconsult.com/?s=dry+cleaner&x=0&y=0.

One addition to my original focus moving forward will be things that may not speak directly to the customer experience, but something that has motivated me to sit down and pull some thoughts together, like the RBC blog.  In the world we are in today I think one of our biggest risks is to remain silent while the world passes us by. As times presumably get tougher moving forward I believe the silent majority will start to rally and begin to speak up. Remaining silent will allow others to impact the comfort of our lives and I prefer to be a part of that conversation. Hopefully I can help rally others to stand up and make a difference as well.

Thanks for your support!

Cheers,
Pete

Caught wind of thie research that came out from Amex which shows the value of delivering great customer experiences. without it and or innovation in the business work today you will die a slow death.
http://about.americanexpress.com/news/pr/2011/csbar.aspx.

Cheers,
Pete

The Double Door Effect – I’m getting a headache!

 Looking for some help here people…two doors, one locked. Why? 

 Some open in, some out? Some have signs which we are supposed to read, but whether it is dead centre or vertical or on the handle, I am having trouble seeing it over my Blackberry or doing whatever.  How about the automatic revolving door that doesn’t turn when you walk, starts and then stops just as you pick up speed (see Sunnybrook hospital or Metro Hall).

 All I know at this point is that I have had at least 8 weeks of down time in my life (okay, I’m just kidding) for strained wrists, a few more weeks of embarrassment for bruises on my forehead and other parts of my upper body and many weeks of internal humour as I try to open the locked door, pull on the push door or expect the revolving door to revolve. Whatever the situation I seem to always pick the wrong action and have to wonder why are we making this all so difficult?

Open all the doors…please …. And can we make more with a swing option?

 Bueller?

Cheers,
Pete

What exactly is Customer Experience?

I have had a few people lately ask me what exactly the Customer Experience is. To me it is all the aspects of an interacting with a consumer (product or service) other than the direct interaction itself. In the good old days we all spoke about customer service as being the be all and end all of making consumers or customers happy. Over the last decade as competition rose in every type of business and raised the bars relevant in each category, the experience became the new benchmark.  Here are a few examples…

Hospitality Industry – Today you see more restaurants, bars and hotels worrying about every aspect of your experience from the minute you walk in the front door, to all aspects during your stay and not just having a pint, a great meal or a clean room.

 B2B – In the past it may have been good enough to have the biggest brand or the cheapest product, but now it is about returning your phone calls, showing up on time, customizing your support or being there during challenging times. Building relationships.

 B2C (retail) – Beautiful displays, friendly people in store, try before you buy, better return policies, financing, washroom and baby changing facilities and big clean and clear aisles. All these make your experience more enjoyable.

 As I write the list of items above I am certain that I have missed some of the items that the average consumer would now expect from different business types (everyone’s list is different). It is the above aspects (and the ones I have missed) of any business that have now become the differentiation between one business and another. These are the aspects that help a business show you respect and care in exchnage for your consumer dollars. More so than ever before businesses are working hard to get better at them, because they understand the other option is to eventually go out of business as thier competition continue to improve its own experience.

 Just my two cents. How about you?

 Cheers,
Pete