Episode #258: INITIATING THE CUSTOMER EXPERIENCE

Companies like having “LEADERS” on their team. So do customers. 

Leadership gets in front of the mission, and then leads. Customers pay good money for business stewards who can manage their purchases in the same fashion. Considering each customer buying experience contains dozens of micro-journeys, then it behooves vendors to learn how to initiate big, and small components that create the customer experience. In other words, vendors should initiate everything from simple greetings, all the way up to detailed follow up. The more vendors can initiate, the less vendor responding has to be performed. Less responding creates happier customers, and better customer experiences. Why? Because vendor leaders who are initiators demonstrate good stewardship over customer investments. Get in the habit of initiating in all components of customer care. Start by saying hello to your customers (by name) before they say hello to you. Enjoy!