Dave Gardner’s “Thank God It’s Monday” 023JAN12

“Thank God It’s Monday” is to help companies thrive!

This week’s focus: customer experience

A colleague reports that, after hosting a session about the customer experience, some employees reported being “uncomfortable” with what they heard. My, oh my.

It can be eye-opening to look at things from a customer’s perspective. I recall Dell senior managers being a bit aghast at stories they heard from real customers when they hosted their first customer advisory panel meeting a few years ago. It hurt, but, they took action. And, Dell is a better company for having started the dialog and following through to close the gaps.

It’s okay for employees to be uncomfortable if it brings the perspective needed to help them interact more effectively with customers. It’s not okay to ignore what you’re hearing.

It’s what you do with the insights or perspectives you gain about your customer’s experiences that can help your company thrive.

Thought for the week:

“A true customer experience is holistic, placing the customer at the center of the corporate universe. It demands the integration of business processes, in which customer service, the call center, marketing, branding, product or service development, technology, manufacturing, and the other functions all work together to serve customers. The customer experience must be orchestrated across channels and touch points throughout the customer life cycle.”  The Customer Experience Edge by Reza Soudagar, Vinay Iyer, and Dr. Volker G. Hildebrand

What do you think? I welcome your blog comments!


Dave Gardner, Gardner & Associates Consulting


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