The Power of Customer Experience: Know Your Customer
The Fulling team has begun a new video lesson! Each week in our staff meetings, we watch a culture & leadership video to aid in our professional and personal development. We are starting a series called The Power of Customer Experience: 5 Elements to Make an Impact by Elizabeth Dixon.
Today’s lesson was about the importance of knowing your customer if you want to create an exceptional customer experience. Elizabeth stated that you have to know your customer’s needs. To do this, you must show empathy. The companies who win and find themselves at the top, offer exceptional customer experiences and intentionally KNOW their customers.
Elizabeth pointed out that in designing a company centered towards knowing a customer’s needs, wants and values, there is a difference in KNOWING the customer and BEING them. This applies both to the design and the delivery. It is in those moments that require us to take an extra step, make the extra phone call, to go the extra mile, that creates connection and impacts a customer’s experience. In order to create the meaningful moments, we have to know our customer.
In our staff meeting, a lot of people mentioned that our clients appreciate our response times and being able to get ahold of us; being the “go to” for our clients is important. We loved a quote from the video that said, “Customer obsessed companies create company obsessed customers.”
Join us as we hear more from Elizabeth about how we can provide the best customer experience for our clients and make a positive impact!
Food for Thought
Complacent people create complacent companies and complacent companies never win. What does this mean to you?
What do your customers need from your brand? What do they want more of? Less of?
What brand can you not imagine your life without? Why do you love them so much?