Guided CX Insights

Business-to-customer relationships parallel person-to-person relationships in the most basic way: everyone wants to be shown a little love. In business, that translates into providing a great customer experience.

Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.

If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.

Wouldn’t it be great if all customers were like Buddy, the naive character played by Will Ferrell in the popular holiday movie “Elf“? All customer experiences would be completely perfect, as demonstrated in this scene where Buddy stumbles on “The World’s Best Coffee.” Even though the coffee being offered in the clip is clearly sub-par, the sign next to it says it’s the “World’s Best”, so Buddy thinks it must be. It’s a customer service agent’s dream.

There are many reasons for businesses to be thankful to their customers during Thanksgiving, over the holiday season, and throughout the year. Being grateful to your customers should be a central point in your customer service training.

Incredible customer experiences don’t exactly happen by accident.

As Tom Martin, Glance CEO, said in his epic blog post, we are migrating from customer service to customer care.

Change is hard. This is no less true in customer care than it is in any other aspect of life.

Customers are still human beings. Sometimes, in this data-saturated world, it’s easy for companies to forget that obvious fact—especially with how quickly customer demands are evolving. But customers don’t forget it. And they expect companies to remember. Organizations that deliver a personalized, humanized customer experience, both online and off, are the ones that thrive.