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The Customer Experience Conundrum

First in a short series of blog posts on this topic

This is the first in a short series of posts about the customer’s perspective. I believe that companies that do not put themselves in their client’s shoes, are failures.

This has been a recurring experience for me lately. Companies, like people, speak volumes about their values through their actions. When they act like they don’t care what their customers are experiencing, it means that they actually don’t care about their customers. Which to me is weird, because without happy customers, the business probably cannot continue to exist and make money, and therefore cannot pay its employees. I think that being nice to customers and keeping them happy should be as important as profits.

Companies are made up of people, who are working with other people when they are dealing with suppliers, customers, and others. People ought to be nice to other people. When people are not nice or understanding to other people, then the business, even if they do good work, does not add value.

Case example: I once worked at a company where the culture was for the operations teams (the people that did the work that the client companies wanted to buy) to NOT care about the customers or the customers’ experiences with our company’s brand. They expected the sales force to manage the relationship, and act as a liaison between the customers and the “people who did the real work”. The issue there is that this attitude toward the customers and their needs and unique perspectives came across during interactions, and there was nothing that the sales people could do to salvage the relationships. Operations did not see that sales people, and clients, all added value to the value chain.

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