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Make It a Priority
by Steve Vaught
 Being a self-professed geek, the off-beat humor of Dilbert has always resonated with me. The comic strip is funny because it's based in truth - often the painful truth. At least that's what I felt when the panel to the right caught my eye.
Too often organizations delude themselves when they profess, "The customer is number one" and "Customer satisfaction is our highest priority." Then "life" happens. Being customer focused can't be set aside when...
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Leadership Challenge:
Are your managers creating an "I" mentality or a "We" mentality?
When working with a client recently, we asked each manager to lead a discussion about their department's overall performance, place their department on the Customer Experience Continuum, and reveal why they chose that spot on the continuum.
A curious thing happened when the managers began to share their answers. They only used the word "I" and focused on their individual performance even though they were instructed to speak for the entire department, "We".
Discover how the managers in you organization think by doing the same exercise:
- Have everyone focus on their department's overall performance and place it on the Customer Experience Continuum
- Have them explain why they placed their department at that level of performance
- Listen and determine if they are using "We", and truly focusing on the overall department's performance or "I" and focusing on their individual performance
To deliver remarkable customer experiences, organizations must think in terms of "We" and not "I". It can't be just an individual but everyone consistently delivering the same, great customer experience.
Ask the Rabbit
Q: Why is focusing on customer experience important when I have so many other things I should be doing?
A: Your time is extremely valuable and you don't want to spend it focusing on the wrong activities. Spending time understanding your organization's Right Customer and the Right Experience for them has profound results.
Strativity Group's 2010 Consumer Experience Study states that when you deliver a superior customer experience, consumers are more likely to buy from your company and stay with you in uncertain economic times. Other key financial rewards from this study:
- 73% would increase their purchases by 10+ percent if their customer experience was superior
- 55% would stay with a vendor for 10+ years as long as the experience was superior
- 58% would recommend companies who deliver superior customer experiences to others
- 44% would be willing to pay a premium price of 5+ percent for a superior customer experience
Simply put, it is worth investing your time and focus to ensure your organization is delivering a superior customer experience. |
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Mike Wagner speaks about how organizations make decisions and how your leadership makes all the difference.
Are you leading your organization with a map or a compass?
Watch the video >
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10/6: Saxton, Inc.
10/7: Advanced Manufacturing Conference
10/11: Metalcraft, Inc. - Mason City
10/11: Test of Time Design - Perry
10/12: Saxton, Inc.
10/18: Saxton, Inc.
10/21: Iowa Association of Electric Cooperatives
10/25: Saxton, Inc.
10/27: Iowa InfraGard
10/29: National Agri-Marketing Association
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Seth Godin on Customer Experience
 In this entertaining look at customer experience, marketing guru, Seth Godin gives a variety of examples of companies, though well-meaning, continue to squander opportunities to wow their customers.
Though the video was shot at the 2006 GEL (Good Experience Live) Conference, his message is still applicable today. Unfortunately, there's still no lack of poor customer experiences.
Watch the video >
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