Those were the happy days of my career. I was just then starting off in Sales and beginning to learn the ropes. One thing I was very clear right from beginning was that I would deliver on the promises I made and see to it that the customer benefits from the association. And “business is not always done for profit” is something I truly believed. In every interaction I wanted to provide value.
There was an account, a Public Sector Bank, which I wanted to break into. [No, not as in “I wanted to break into a bank”.] Jokes apart, it was pretty difficult. Then an opportunity came by. I did everything I should and won the order. It was an order for a software with multiple licenses, one for each location. That must have been during the year 1996. The Software was available on CD but this client requested for floppy disks. Well, we had an option for 3.5″ disks. But the client had only 5.25″ floppy disk drives in all locations. I committed to the client that we will deliver the software in 5.25″ media that can be installed. Of-course after checking with my tech support executive.
Going the extra mile to satisfy the clients.
I was fortunate to have had colleagues who would back me up and deliver on the promises I made to the clients. One day rather one night, the tech support executive and I stayed back in office. My colleague cracked it and created a installable copy on 5.25″ floppy media. All I had to do next was copy that set onto blank 5.25″ floppies. Though it was a very laborious task, I did that. We must have been awake till about 3 or 4 in the morning that night. Finally we delivered on our promise.
Do you have such stories to share? Please let me know in the comments.
Soon customers will be able to pay for their Coffee using Bitcoin or a fraction of that, of-course. It’s official. Starbucks is teaming up with Microsoft and New York Stock Exchange to let customers pay using their bitcoins to buy the items in stores.
CNN Reported this hot news just now.
What it tells us is this: Brands like to give customers a great experience and some brands take the lead. Customer Experience is the new Currency. Not Bitcoin. Strange yet true.
CEOs, savvy ones, see the world through their customer’s eyes, says McKinsey. And they create great customer experience during the entire customer journey and not just at all touch points alone.
Today, companies are armed with data and insights from that data. Companies can change their processes to adapt to what Customers want. And they remove the pain points.
Customer Perception matters. Companies work on it to make it work for them.
Great Customer Experience means not having a single bad experience. Period.
I have always had great Customer Experience with a particular brand. Their attitude in customer service is phenomenal.
It’s a world where monopolies don’t exist anymore and customers wield a growing power in their hands.
Are you listening?
Offer Great Experience to your customers. No matter how small or big they are.
Empathy is the ability to genuinely understand and share the feelings of another person. Your customers want to be heard. Whether you are in Customer Service or Operations or Sales or in Marketing, it doesn’t matter. As far as the customer is concerned you are the voice of your Company and he expects you to solve his problems for which he needs to be first heard.
Let us take a look at why you should empathize with your customers and what are the benefits that will accrue to you in the short term and in the long term.
Why should you empathize with your customers:
It helps build trust. And trust is the basic foundation for any business.
It makes your customer think you have understood her problems and hence you will soon find a solution. So, she can continue using your product/service.
It will help in retaining the customers.
It will get your company another chance [last chance] to serve the customer and to try and make her happy.
It leaves a good taste at the customers end and the customer may get emotionally attached to your brand.
It shows you are human too and more importantly you are treating your customers like humans and not as a number [Cust ID].
Your rapport with your customer develops. There is all possibility that the customer will remember you by name and come back to you in future for any issues or requirements.
Cost of new customer acquisition is quite high compared to the cost of retaining existing customers.
It may help you identify new avenues to cross-sell or up-sell. Or even build customer referrals.