What kind of customer experience are you creating?

Note: This posting is based on my weekly “Thank God It’s Monday” which is offered to help companies thrive!

This week’s focus: customer experience

When a customer thinks about a company, his/her mind rapidly converges on a relatively few possible opinions about the brand:

  • Yum–they like and are drawn to the company
  • Yuck–they dislike and are turned off by the company
  • No reaction–they haven’t formed an opinion, either positive or negative, about the company

If your company is a “yum,” you’re in a very good place. If your company is neutral or has no opinion, you still have an opportunity to convert people to a “yum.” If you company is a “yuck,” you may have lost an opportunity to work with that customer again, particularly if there are alternative choices in the marketplace.

How do customers rate your company? If you aren’t striving for a “yum,” your company can’t possibly thrive.

Thought for the week:

“A person often meets his destiny on the road he took to avoid it.” – Jean de La Fontaine

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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