Is Your Company Mission Designed for Success or Failure?

The following is a Best of 360Connext post.

I feel a little goofy describing why I’m passionate about the work I do. It sounds lofty; pretentious even. My work is definitely focused on for-profit organizations and much of what I do helps largish companies make more money. It’s not neurosurgery, philanthropy or “the next big thing.”

But our mission is one I believe is important.

“Creating fewer ruined days for customers.”

Each little interaction we have with one another matters. Whether it’s as individuals or representing a company, we are human. Humans are emotional. Most of us have better things to do than spend time correcting a billing issue or dealing with a grumpy service rep.

On the flip side, most humans want to do a good job. They want to please their bosses, their teammates and their customers. But when we can’t because we don’t have the right information, the right training or the right authority, that is a bad day, too.

No more ruined days.

In my current age and situation, I fit a lot of demographics. Working mom, 2 kids, tech savvy, and on and on. But I am not a demographic. I’m a person every day of my life. When things don’t go according to my carefully-constructed but overly-optimistic plans, I am left grumpy. So my kids now have a grumpy mom. My clients now have a grumpy partner. My team now has a grumpy leader. Heck, even my delivery guy now has a grumpy customer.

Ruined days all around!

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

I recently spent a lot of time shopping for kids’ furniture, only to find logging back into the site where I had done most of my shopping nearly impossible to find. My blood pressure went up, my frustration grew, and I may not return to this site in the future. “THIS,” I exclaimed to my increasingly annoyed husband, “is why what I do matters!”

Having a strong company mission means investing in the customer experience.

Too many companies exist in a world they create and think is reality. They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined.

I care. And the great thing is my clients care, too. They care enough to invest in outside evaluations. They care enough to understand they can’t see the experience if they’re on the inside of it. They care enough to continually look for ways to improve and innovate for their customers. They care if your day was ruined.

Do you care if your customers have ruined days? Are you on a mission to ensure they don’t?

Let’s create fewer ruined days for customers. Who’s in!?

Photo Credits: Robert Bruce Murray III via Creative Commons license

Jeannie Walters

Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

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4 comments
BruceSallan
BruceSallan

There is ONLY one thing we control in our lives...how we react. So, a "ruined day" is our choice the vast majority of times!

MarcScott
MarcScott

Customer service is such a huge thing. As a voice talent I live by the rule that a happy client is a repeat client. I do everything I can to keep my customers happy and make sure I apologize for and correct any mistakes if I make them.    No more ruined days. I love that line.

Jeannie Walters
Jeannie Walters

Bruce, While I also try to adopt the right attitude about reactions, I think my point here still stands. Companies should give a hoot about how they treat their customers. They should aim to brighten the day, not ruin it.

Jeannie Walters
Jeannie Walters

Marc, I agree - the only good customer is a repeat customer! Long-term customers not only are better from a bottom-line perspective, but they become advocates and sell for you. Plus, it's just nice to make someone's day, I think!

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