Enhancing Customer Experience: Three Easy Rules to Live By

I recently attended a breakfast seminar about customer experience sponsored by Chase Bank.  The presenter, Joe Calloway, talked not only about customer experience in general but how to connect it with business growth.  It was an interesting and thought-provoking way to start what would have been an ordinary Tuesday morning.

One point that stuck with me is the nature of purchasing decisions today.  Whether we are making a personal purchases or buying services on behalf of a company, we will seek out reviews, testimonials, and referrals to help make the right choice.

Recognizing the importance of others’ opinions, it is essential to run our businesses and organizations based on what we want our clients and customers to say about us.  To use a quote by marketing guru Seth Godin, “If your reviews aren’t stellar, do better work…”  Makes sense.

We did an exercise where we chose three attributes we would want people to say about us.  It might be providing great value, delivering on time, or being responsive when dealing with questions.

Based on the exercise, we were asked to answer this question, “What are the three things you have to get right every day?”  For some reason, phrasing it this way helped me clarify what is important.  Sure, we get busy with tasks, meetings, and a long list of to-dos, but focusing on those three things you HAVE to get right really helps cut through the clutter.

As I thought about OrangeBoy, the three things we have to get right every day are:

  1. Do what we say we will do, when we said we would do it (Deliver)
  2. Be thoughtful and responsive to our clients in meaningful ways (Think)
  3. Solve problems, and if you can’t solve it alone, find someone who can help. (Innovate)

When my days get busy and I need to prioritize my time, I remember these three things and it helps keep everything in perspective.  I encourage you to come up with three things your business or organization needs to get right every day to bring a renewed sense of focus and clarity.

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