As I have transitioned into a new leadership role with two different organizations, it has become more and more apparent that we can never underestimate the positive momentum of an exceptional customer experience or the absolutely draining and distracting effect of missing the mark with customers.
I didn’t come up with this, but it was taught to me many years ago, and I firmly believe that it is the basis for creating an experience for customers that will have them talking positively about your organization and referring you to others. This is exactly where I am starting with my new teams as we get extremely focused on delivering a memorable experience when they choose our organization.
Here are the fab five “have to’s” of customer experience:
- Show up on time
- Finish what you start
- Do what you say
- Say please and thank you
- Under-promise and over deliver
John C. Bain 