Strategic Business Process Management Consulting and Training Since 1993
BPM Consulting & Training
menu MENU

Hustling for Customer Experience

Welcome to the third installment in our series of business lessons learned in unconventional places.

Definition: Customer experience (CX) is everything related to a business that affects a customer’s perception and feelings about it.

I was moving my pool table recently and a leg broke, so I needed it repaired. I called a vendor with a long list of glowing customer testimonials. After a brief positive conversation, we agreed on a price and I hired them. Then I was handed off from sales to the repair person, which is often an interesting transition. Let me describe what happened next.

It didn’t hit me until later that the very thing that drew me to this company was the list of reviews that I had just added to; it fed on itself and generated new business. That company “gets it.”

Have you instilled the mindset in your employees that they win if the customers win? If not, why should they go the extra mile for them?

Have you thought about things from the customer perspective, making sure all their interactions with your organization are positive?
If not, your company might soon find itself behind the 8-ball.

Ralph Smith

Check out the rest of the series on Unexpected Sources of Business Education:

Share This