Why Every Business Encounter Should be a Great Experience
Customer experience is comprised of three things: the Technology, the Design and the Connect.
But why does “customer experience” seem only to be emphasized in the mass market such hotels, airlines, retail banks and stores and telephone companies?
Shouldn’t it apply to every business encounter or client facing scenario?
Of course.
Let’s look at the area that is most overlooked-the “Connect,” which is the face to face encounter and where real relationship and business building opportunities exist.
When I personally operate, I look at every face to face encounter as an opportunity to connect and create a great personal experience for the person I am connecting with.
Think about it.
Whether I am calling on a CEO, a Managing Director, a Human Resource Leader or a Learning and Development Officer…..it doesn’t matter.
If you don’t create the right experience, you lose the opportunity. Period.
Let’s look at the reality of it all. When you walk into a retail store do you like being harangued by the retail clerk? Followed after when you need no help at all. “This would look good on you.” Who asked for your comment?
Or in a restaurant where the waiter obnoxiously starts recommending dishes-without asking what you like or what you might prefer.
What is the difference between the retail and restaurant scenario and a larger, complex, more expensive business to business or business to client sales scenario where the product portfolio-bits/bytes, features/benefits-is the focus?
There often is no difference. In both instances the encounter lacks sensitivity.
Why does it lack sensitivity? Because the encounter is all about the company and/or the intent of the deliverer. It is all about YOU and not the client.
In both instances, if you add sensitivity, real client focus (and a little bit of empathy), you will see amazing results.
Put yourself into the client’s shoes.
You are the front to your company, your product, yourself.
Think GREAT PERSONAL EXPERIENCE!
Everytime.
Trip Allen, Team Egyii, HOT HOT Singapore
