36 Customer Experience Lessons
From The Journey to WOW
The Amazon bestselling Journey to WOW brings these 36 essential customer experience lessons to life:
27 Customer Experience Lessons from Madeleine
- Numbers don’t always tell the right story
- Data is useless when disconnected from the human experience
- Don’t bother measuring things if you aren’t prepared to make changes
- CX needs to be actively championed at the top
- You can’t understand your customer experience without experiencing like your customer
- CX is created by policies, processes, practices, people, product and presence.
- You can’t get the right answers until you ask the right questions
- You can’t get the right answers until you ask the right people
- Don’t ask questions that are important to your business, ask questions that are important to your customers
- You need to lose the arrogance you don’t know you have
- The only perspectives about your business that matters are those of your customers
- You can’t change people’s opinions if you don’t understand them
- Audit your cx the same way you would audit your financials.
- Your internal customer experience is as important as your external customer experience
- Care more about your customers than you do their wallets.
- If your customer service isn’t consistent, it can’t be outstanding
- Create standards of excellence in customer experience
- Link customer service training directly to actual performance expectations
- A shift from profit-focus to customer-focus increases your profits
- Your people need the right skills – and the right mindsets – to create a customer-focused culture
- It’s amazing how different a company looks when everything is focused on the customer
- You can’t say ‘I’ll be loyal to you only if you are loyal to me.’ That’s not loyalty — that’s a contract
- Wow experiences are created when you take ownership
- Wow happens when you focus on individuals and create unexpected positive outcomes
- Loyalty is created by doing the right thing for the right reasons
- Being loyal to customers is like any other investment. There’s a risk, but the payoff can be huge
- Think of customers one individual at a time, and how you can make a difference in their lives
4 Customer Experience Lessons from AVI
- There is no end to the journey of creating a culture of outstanding customer experience
- Customer experience is a moving target, with customers’ expectations changing and increasing every day
- It is the very moment at which one believes they have mastered customer experience that they begin the slide to mediocrity
- There can be no compromise in how we treat each other and our customers
5 Service Leadership Lessons from AVI's Garden
- Plant The Right Seed
- Help Things Grow
- Always Track Progress
- Don’t Allow Weeds
- Provide Sunshine