Customer Experience Is More Than a Buzzword—It’s the Path to Success
By Peter Lyle DeHaan, PhD
People love to share their stories about their experiences when interacting with various companies. They post things online, which can have a far reach and may go viral. They also tell people face-to-face, which doesn’t have the reach but has more impact.
The types of stories they like to share seldom fall in the category of typical. Instead they pick outlier examples to tell others about. These are either interactions that went amazingly well or ones that went shockingly bad. The normal experiences are just too average to warrant much attention.
Instead they want to share extreme examples, which are far more fun to recount.
Negative Customer Experience
Most of the time, extreme customer experience examples are not positive ones. This may be because companies let us down more than they delight us. Or it could be because bad news garners more attention. If you doubt that, just watch the nightly news. Better yet, don’t watch the news, and take my word for it. Rarely does the news include any feel-good stories, even though they do exist.
The more horrific the customer experience, the more interesting it seems, and the more it resonates with everyone who hears it. Revealing their bad experiences to others results in a shared experience of customer service gone awry. We’ve all been there. We all have our stories. We tell them in person to our friends and families, and even strangers. We post them online, forming a permanent record for all to see of how poorly a company treated us and how badly they wronged us.
When we vent, we feel better. This may be the only redress we’ll ever receive for the wounds inflicted upon us by some company. It doesn’t correct the mistake, but it does lessen the sting—just a bit. Unfortunately, the company who stands as the villain in these stories can suffer much and suffer long, especially when the stories are posted online.
Positive Customer Experience
Much less common is a positive customer experience. Though it’s possible they may not happen as often, it’s more likely that we aren’t so compelled to share them. We gain more traction by sharing our horrors than our delights. Even so, astounding customer experiences happen every day. It’s just that we’re less aware of them, because people are less inclined to take the time to share them.
Yet when shared, these stories serve to create a positive bond between us and the company. These tales create loyalty, and they produce repeat business. This is true for us, and it carries over to positively affect the people who hear them.
Just as negative customer experiences have a harmful impact on the company, positive customer experiences create the opposite.
Enhancing the Customer Experience
The customer service bar continually rises. What consumers considered excellent service five years ago is now the minimum standard. Furthermore, what was the acceptable standard five years ago may have now degraded to unacceptable.
Just to stay even, we must seek to enhance the customer experience. And to gain ground, we must go beyond merely enhancing customers’ experience to overhauling it.
We don’t achieve the needed changes by making incremental improvements. Tracking metrics and seeking to improve them seldom correlates to enhanced customer experiences. Instead, we need to rethink all we do in our customer-facing interactions. This includes knocking down internal silos of information and control, empowering agents to do what’s right to best serve customers, and integrating communication channels.
As we do these things to overhaul our provision of customer service, we will enhance the customer experience. But remember, enhancing the customer experience isn’t the goal. Delighting customers and winning their loyalty is the objective we must seek.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry.