“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:
What do you think? I welcome your blog comments!
Dave Gardner, Gardner & Associates Consulting
© 2012 Gardner & Associates Consulting All Rights Reserved
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