After building a number of high performing customer success organizations, I've outlined the foundational elements of customer success.
Experiences of an Enlightened Customer – When to be Patient
This is a very simple example but one that we, as consumers, should remember when dealing with companies. Companies should also read this to take note on how to treat customers properly.
As young parents, my wife and I order in food at least once a week. We don’t have a choice although we know that it’s not the best for us. We ordered a pizza , a dipping sauce and some drinks to go with it from a local pizza chain, Pizza Pizza. When the driver arrived he gave us our order but was missing the dipping sauce. When I noticed they were missing I asked him what happened. The driver could have handled this in a few ways. He could have denied the mistake happened, blamed me, or laughed it off as a computer glitch. There are lessons learned for both companies provide customer service and customers that are affected by poor service.
What is an Enlightened Customer?
Having worked in customer facing roles for over 20 years I’ve witnessed a significant shift in how customers have evolved over time. The driving force behind this change is information and the access to this information. Not only does the customer have access to better information that can be retrieved quite quickly, employees at all levels now have access to the right type of information to serve this new breed of consumers that demand that this information be easily accessible.