The critical step in improving customer understanding is to stop asking questions. Instead listen to the customer’s opinions, perceptions and expectations.
Enter a Disney theme park and you will be greeted by courteous cast members (road sweeps, characters, security personnel) who politely listen, understand and act on the questions customers ask.
Using a structured approach cast members guide a dialogue to elicit customers needs, identify actions and develop a plan in less than 30 seconds. In fact, they can articulate customers needs even when customers themselves don’t know them.
So let’s get scientific about the customer experience and scrap those dumb surveys that are subjective, self-selecting and geared to understanding wants.
Join us and upskill to Customer Experience and Process Excellence in a city near you soon… Johannesburg, London, Dubai, Denver, Washington DC, Sydney
Just some of the qualified and accredited Coaches helping their organizations transform to Customer-Centric and Outside-In success.You can review their credentials here.
