I recently read an article about online shopping and what it takes to make customers happy. The results indicated that the experience needs to be individualized, personalized, and centered around the customer.
There are some technology barriers to making this happen online, but we have no excuse on the phone or face to face.
Regardless of what we know in advance about the customer, our attitude and behaviour can accomplish these desired outcomes.
Cheers!
Bill's passion is improving business results by working with leadership teams to change employee behaviours. He does this by equipping leaders with the principles, processes and tools to cultivate an engaged customer-focused culture.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
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2 comments:
Bill - you are right. Whether in person, over the phone or online we have to let the customer know that we understand their pain. I disagree about your Internet comment - I think we can personalize the message. Maybe not by name, but certainly by expectation and need. The use of targeted questions that get at why they've come searching for your site is a start. So often our online content is about US. How long we've been in business, how great our stuff is. Visitors don't care -they assume we know what we are doing - they want to know - "how are you going to fix my problem or make my life easier?"
Bottom line - in everything we do, our focus must be on uncovering, understanding and solving the needs of our customer.
Thanks for the post!
Deborah
http://www.makeorbreakmoments.com/blog
Deborah, thanks for your comment.
You are absolutely right -- we do have the ability to individualize and personalize our online experience. We also have the ability to add emotion and empathy by virtue of our language.
Thanks for keeping me honest -- too often we use "technology barriers" as an excuse for not going the extra mile.
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