The trick was simple, but it worked. By invoking cheesecake, we were reminded to take a step back and act from a place of calm, not agitation. And the results? Remarkable: happier clients, and two much more relaxed ladies.
A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.
In the beginning you probably asked yourself, "How do I get my website found on Google, Yahoo and Bing?" After hours of research and strategy revision, you've finally got traffic flowing and people are coming to your site now more than ever. But what happens once they get there?
Likewise, if competing brands all say they have the lowest price or the best deals, obviously only one claim can be true. The rest are stretching the truth. How do consumers find out who is telling the truth?
It's absolutely critical is that you ask yourself this critical question: From a birds-eye view, and across all mediums (from social media to events to face-to-face interactions), how do people experience my organization?
Spending money on advertising alone just doesn't work anymore. You are not the proud owner of your brand; your customers are. Listen to them and do whatever you can to make them happy, and watch your business grow - by leaps and bounds.
New technologies are empowering consumers in new ways. But there still is, and probably always will be, an awful lot of money to be made by banking on customer laziness, limited attention, stupidity and lack of options.
Businesses that are looking to grow often consider tried and true strategies. But one area many don't consider nearly enough is customer service. And the evidence shows they could be leaving real money on the table as a result.