How reliable is your everyday experience?

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog.

Many companies want to leapfrog past the tough blocking and tackling of doing the everyday things right and move on toward loyalty programs. This won’t cut it.

If a company can’t get the basics down in the basic delivery of its products and services, other efforts will fall on the deaf ears of customers. What’s the benefit of a points program if you force a customer through an elaborate maze of random experiences every time that person interacts with you?

The customer experience that gets you the most confidence with your customers is to get the basics right.

First, earn the right to a customer’s confidence, and then move on from there.

You need to knit together the series of contacts you have with customers to bring a sense of reliability in what they can expect from you. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right”) before you move on to building a personal relationship with customers (“They know me”).

Customer experience reliability begins with:

  1. Managing the Customer as an Asset
  2. Customer Listening
  3. “One Company” Experience Improvement

Read More: Building repeatable customer experiences

Customer Experience Reliability

About Jeanne Bliss

As “Chief Customer Officer” for Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft, Jeanne got “customer” on the strategic agenda, earned 98% loyalty rates, and changed experiences across 50,000-person operations. Jeanne now runs CustomerBliss to create an actionable path for profitability and business growth -- through earning customer and employee raves. Her best-selling books are Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive

Tags: , , ,

Comments are closed.

Featured Downloads

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More