How to improve Your Customer Experience
RockMe! Retreat

I mentioned in my post Simplify Your Digital Life – On Reducing Complexity” that I learned a few more principles about how I work with the companies I encounter as a small business and private individual. Maybe this helps you to improve your customer experience too.

Reduced Clutter Equals Better Choices

When you consider simplifying your life there are certain standards that you expect. One example that comes to my mind is a website for a seemingly simple transaction such as buying a ticket or sending flowers. In both cases, those websites were overly full of information and had too many options. I probably just clicked what I thought was right, did not read the fine print and made mistakes.

Treat your Costumers like Intelligent Humans

Another site annoyed me in the last part of the buying process where I had invested already about half an hour selecting and declining additional options because they did not tell me that the delivery cost would be added at the end of the transaction. You probably think that this is normal and that I should not be surprised. I understand the principle, but what I did not like was that the delivery cost about 100% of the product. That was way out of proportion and did not make sense to me. I would have expected that there is a standard service with a delivery (a bunch of flowers). Maybe it’s my inexperience with such transactions but I gave feedback. I got a reply but it did not help…but at least I did not have to speak to a robot again.

Consumers should not be treated like idiots. I am happy to spend money but I want to feel that my money is well spent and in a lot of those cases I wasted either time or money because of lame processes or lack of customer service. I often wonder then why employees take no pride in their work, why they are not trying to make their customers happy, why they are not communicating better. The only explanation I have is our corporate culture. If we want to create amazing customer experiences, we also have to create better employee experiences. I think we also need to give our employees more freedom to make decisions to support the customers, like the lady who helped me at the SNCF counter. I also think we need to hire Generation X customer service representatives into shared service centers, who do not treat a 45-year-old like their best friend or their worst enemy and who have the patience to explain a process step by step.

As a Customer Give Feedback

These days, if I come across a bad website or a bad email marketing newsletter I give feedback. I know that I have not been asked to provide feedback, but I know that most of the time it helps me a lot. There are so many misunderstandings in written communication, we all come from different places and for most of us we feel challenged to communicate in our mother tongue, let alone in a second or third language.

Customer Service of Humans Tops Everything

I was annoyed by SNCF, the Novotel, and other sites because they did not allow me easily to reverse a transaction that I made in good faith. I lost money and time. While I am writing this post I am sitting in the same hotel that had annoyed me a few months back. I did not book it. There is no better option either. However, this time I was not expecting service and I was wondering if anyone would talk to me about my 1-star review on TripAdvisor. I even did not have a functioning credit card as a guarantee for them. BUT my experience is amazing. I needed help as I am unwell. I got free medicine and a fresh lemon for tea. The kitchen staff gave me lemons. I was treated friendly and could choose the floor and have a great view now. I am almost considering to reverse the bad review…but then logging in to Tripadvisor took too long again. Maybe I leave it there for a little longer to keep them on their feet.

 

Kind regards

Angie Weinberger

 



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