As you build out your customer experience strategies and work on the plan for your customer-first approach – do you have a plan to actually listen? Do you really care what they (your customers) think?
There’s a funny thing that happens when people pay you for your products or services… they are pretty open to telling you what they think – that is if you ask and listen.
Too often, we think about 400 strategies that we believe will engage our customers. But, if we are really honest 399 of those are completely self-serving. We don’t really want to hear what they think. We want them to hear what we think. And we don’t really intend to change anything based on the clients’ advice… because in most companies – change is really hard to make happen.
That is why if you really do want to listen to what they think, and if you really are committed to change – you will differentiate your business from the others. Yes, by simply listening, repeating back what you heard, acting on the advice and showing change you will deliver an exceptional and differentiated customer experience. How do we know this? We know it because we’ve witnessed a few businesses do it and used the customer insight to not only enable a better customer experience but to also create new product and services offerings.
So – do you really want to know what they think?