We don’t create better experiences for our customers for the same reasons. “We can’t do that because it would be impossible.”
“It” might be responding to a frequent request from customers that improves the overall experience but requires a total revamping of your IT, legal or logistical operations.
“It” might be empowering your employees to solve your customers’ problems faster and without approval.
“It” might be finding time in an already time-crunched world to engage with your customers by inviting a dialogue.
But “it” means asking hard questions and ignoring your current limitations. Throw out all of the “but we can’t because” excuses and allow yourself to think big. There are questions you can ask about your customer’s experience that you aren’t allowing yourself to ask today. What could they be?
- How can we address the biggest obstacles our customers have to a greater experience?
- What sort of experience would make them talk to all their friends?
- How can we surprise them?
- When was the last time we said thank you? How can we say it more often?
- How can our customers share more with us? How can we listen?
What questions would you add?