Want to know why I advise people on customer experience? To be honest, I’m an eternal optimist. I just want to give people an easier day. A good time. A reminder that things really can be good in life, really, really good. Life has enough ups and downs. It’s own share of struggles and setbacks. So to design a tiny little wondrous experience, that short time in someone’s life where they interact with your business, gives me great joy.
For that moment, they get to have a well- constructed experience that shows just how well you understand them. An experience that has been well thought out. Created from step one with them in mind, to provide them with the best experience possible. It takes them out of their own life struggles for just a moment and puts them in the environment where things have been taken care of – where they’ve already been prepared, planned, and organized. A moment where they think, maybe things are going to be ok? We all know that five star hotels and restaurants often provide that, but why shouldn’t it be every business? Why shouldn’t everyone receive that type of treatment? That type of gracious serving, putting yourself in the other person’s shoes, treating others as you want to be treated type of treatment, should be for everyone. And I feel like teaching others about customer experience, helps in a small way to do just that. And, this way, I can do it two fold. To my customers, and to my customer’s customers.
Now of course there can be great financial rewards to focusing on customer experience – profitability, customer loyalty, customer referrals. I love these too. As I am also a very dedicated and ambitious business person. But, my real motivation, is just to give people a better day when I can. To not give them one more irritation, one more frustration, one more struggle. To give them a point in their day where I can pat the seat next to me and say, sit down, take a deep breath and relax, everything has been taken care of.