My friend and I were having one of those crazy conversations that ambled between a pity party and a gratitude gab fest. We compared notes on how horrendous the year had been in some ways but thanked heaven for the roof over our head, the friends to lament with, and the family to love. It ended as a “Wouldn’t it be awesome if…” list of things about our lives, and lots of laughter.
I thought this was a great theme to apply to customer experience.
Wouldn’t It Be Awesome If…
1. As a customer, you spoke to a real, live human who could solve your issues the first time you called?
2. As an employee, you felt connected to the real work at hand, the cause d’etre you originally signed up for?
3. Contracts were used to just clarify agreements, rather than used to sneak things by unsuspecting players?
4. Gift cards, services, etc. were honored for the reason they were purchased and not used to “fee” someone to death?
5. Online transactions felt more like a convenience and less like an exercise in torture?
6. When you called the company where you purchased the product or service, they knew enough about their own products to help you with them?
7. Social media was always used for good (connecting) and not evil (spammers)?
8. “Corporate America” learned to communicate like a person with a heart instead of a machine without a soul?
9. Instead of spending energy, resources and money on just trying to GET customers, companies spent energy, resources and money doing their best to serve and KEEP customers?
Ok, so I know I can be a little optimistic at times. (I’ve been called Pollyana in my day.) But this list isn’t impossible or even improbable, right? So call me what you will, but I’m gonna keep on believin.
I know many who read this are already in the trenches, trying to right the wrongs of customer experience. So tell me, how are you fighting the good fight? What’s working and what’s not?